Job Description

You will be responsible for the delivery of conceptual and detailed designs to support the delivery of services to ALDI’s customers. You will need to be skilled at deeply understanding the customer journey, stakeholder mapping, and creating the overall service blueprint. A service designer will take responsibility for the overall vision while working in close collaboration with the business and experience designers.
Responsibilities / Duties

• Priorities and deliver outputs to time, cost and quality expectations
• Management of team members, ensuring appropriate support is provided in motivating employees and managing their wellbeing
• Provide technical / business coaching as required to ensure team members deliver on expectations
• Nurture and develop talent so they can grow within their roles
• Can envision the overall service and will coordinate with multiple teams to ensure the complete delivery of the initiative
• Design world-class services that blend digital, physical and human interactions across multiple touch points, smartly bringing together user needs, business goals and technical realities
• Translate Customer Interaction propositions / concepts into designs that illustrate simplicity despite system complexity
• Develop the overall service design, including customer experience/ customer journeys, business rules, stage design and branding guidelines in alignment with countries
• Identify the needs of all stakeholders and operators in a service (both customers and service providers)
• Prototype and pilot new service experiences with customers
• Developing, evaluating and agreeing both concept and detailed designs with stakeholders
• Identifying and developing service processes, equipment and automation requirements
• Gather and agree service operational metrics, assumptions and business requirements for relevant areas
• Lead on continuous improvement activity that make designs more repeatable and quicker to realize
• Work with Strategy team to understand which service propositions have been prioritised
• Work with Technical teams to incorporate technology solutions input to service designs
• Work with Success Management team to prepare full rollout of new services across the globe
• Designing at a conceptual (macro) and detailed level for new services being introduced for customers
• Bringing customer propositions to life from a service perspective
• Prototyping / piloting new services to test their commercial and operational viability
• Ensuring a holistic, joined up end user (customer) experience is designed and tested

Required Knowledge, Skills, and Abilities

Degree in relevant subject area. Experience managing a business service design team. Experienced people manager. Experience working in a business/service Design Role. Direct experience, or management experience in at least one of the following: Business Service Design. Customer Experience Design. Commercial/Business modelling. Organizational scoping/design. Business Process Mapping. Experience working in digital related projects or departments. Expertise motivating and developing high performing teams. Expert stakeholder management skills. Expertise in the development of customer journeys. Expertise in the development of service blueprints. Expertise in workshop facilitation. Excellent presentation materials development skills. Experience in and comfort with working in fast paced environments. Working in agile team environments – being a team player. Exposure to digitally relevant technology areas (e.g. web content management, Mobile Apps, Customer Relationship Management, Marketing campaign planning and execution). Willing to travel to ALDI South countries as required (20-40%) these are mainly: Germany, Austria, Ireland, Australia and the USA.