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Senior Manager
  • United Kingdom - Ireland - Dublin -
1 year ago
Manager
Remote
Job Description

You will lead a global service design team to provide creative leadership and drive a consistent service experience with the customer at the heart. A deep understanding of the business needs and ultimate customer journey is essential. Through defining key moments of truth based on customer insights, and identifying problems based on key performance indicators, this role will deliver an engaging world class support experience in line with our service vision and business strategy. As a leader this person will help teams set sights on the north star to guide service development across the organisation.

  • Take multiple inputs (Research and benchmarking, data analytics, voice of the customer & teammate feedback) to uncover customer needs and pain points and turn these into clear direction for the service experience.
  • Experience with design research methodologies is preferable with the ability to gather and synthesise interesting qualitative & quantitative insights to drive a data-led approach
  • Continually evaluate and improve on the methods and processes to ensure we are always offering the best solution for customers
  • Work with Growth & Product to understand the moments of truth within our end to end customer experience that affect customer dedication and growth most significantly
  • Crafting the base service and differentiations where needed
  • Working collaboratively across company, product and policy owners to bring the experience to life
  • Lead out on major strategic initiatives
  • Establish a consistent and global design framework to guide service efforts
  • Collaborate with tech and Product/Engineering on defining final solution meeting customer needs ensuring that key business requirements are detailed
  • Lead the development of service concepts, blueprints and other service design artefacts
  • Keep an active lookout for risks, potential gains and issues to anticipate industry trends and opportunities to advance the service goals
  • Be able to tell the customer story – through bringing all elements across the experience together to build an end to end understanding for wider teams. Help cut through the complexity
  • Be a creative problem solver who can put ideas into practice
  • Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery
  • Engage in ongoing activities that enable us to learn, practice, and evolve our service design discipline

Required Knowledge, Skills, and Abilities
  • 5+ years experience in service design in a customer experience environment
  • 5+ years leading people
  • Experience encouraging hard-working teams in high-growth, ambiguous environments
  • Experience managing remote global teams
  • Passionate about service design crafting human-centred services; a true customer advocate
  • Knowledge of existing and emerging service design tools and methods
  • Track record in leading a strategic service design function in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain
  • Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
  • Strong change management and partner management skills
  • Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
  • Demonstrates understanding and creativity in the use of technology to enable business improvements
  • Able to communicate complex technical topics in clear layperson’s terms, both verbally and in writing
  • Design thinking advocate

Reference no: 90884

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