Service Design Manager

Service Design Manager

6 Months - Contract

Warwick (2 days a week on site)

Are you passionate about transforming customer experiences? Do you have a knack for leading service design initiatives within the utilities sector? Our client is seeking a Service Design Manager to spearhead their customer experience transformation agenda. This is your chance to make a significant impact in a role that combines creativity, strategy, and leadership!

About the Role:
As the Service Design Manager, you will be accountable for embedding service design as a strategic capability across the organisation. You will own the service design approach, standards, and roadmap, translating customer insights into tangible, prioritised service improvements throughout the entire customer lifecycle.

Key Responsibilities:

• Service Design Strategy: Own and enhance the service design framework, including standards, methods, and governance routes.
• Customer Journey Leadership: Lead the optimisation of priority customer journeys and identify opportunities for improvement.
• Cross-Functional Collaboration: Work with various teams such as Digital, Data, and Operations to ensure service design activities translate into actionable improvements.
• Stakeholder Influence: Act as a trusted advisor to senior leaders, presenting insights and recommendations based on evidence and customer needs.
• Capability Building: Develop training materials and coaching support to build service design maturity across the organisation.

What You Bring:

• Experience: Significant experience leading service design or customer experience transformation within a complex organisation.
• Skills: Strong ability to map complex customer journeys and translate insights into practical service improvements.
• Leadership: Proven track record of leading cross-functional design activities and influencing senior stakeholders.
• Knowledge: Deep understanding of human-centred design, design thinking, and inclusive design principles.

Desirable Qualifications:

• Experience in the utilities or regulated industries.
• Familiarity with tools like Figma, Miro, and Jira.
• Professional accreditation in service design or related disciplines.

Why Join Us?

• Impact: Play a pivotal role in shaping the future of customer experience in the utilities sector.
• Growth: Opportunity to build and lead a team while enhancing your own skills.
• Collaboration: Work in a dynamic environment with cross-functional teams dedicated to continuous improvement.
• Innovation: Be part of a culture that champions human-centred design and evidence-based decision-making.

If you're ready to take on a challenging yet rewarding role and lead transformative service design initiatives, we want to hear from you! Apply today and be part of our client's exciting journey to enhance customer experiences!

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