Summary: The Lead Service Designer role in Glasgow, UK, focuses on enhancing customer experiences within the financial services industry through effective service design practices. The position requires expertise in service blueprinting, process mapping, and journey mapping tools, alongside a strong background in developing strategies that align services with business goals. The role also involves analyzing customer feedback to identify improvement areas and communicating design outputs to senior stakeholders.

Key Responsibilities:

• Utilize service design practitioner experience, ideally within the financial services industry.
• Expertise in service blueprinting and process mapping.
• Proficient in journey mapping tools such as Figma, MIRO, and Visio.
• Design services that provide seamless and personalized customer experiences.
• Develop and implement strategies to improve services in alignment with business goals.
• Aggregate and analyze customer feedback to identify areas for improvement.
• Create and use metrics to measure service quality and drive continuous improvements.
• Translate customer comments into strategic actions while mapping customer journeys.
• Communicate service design outputs effectively to senior stakeholders.

Key Skills:

• Service design practitioner experience.
• Expertise in service blueprinting and process mapping.
• Proficiency in journey mapping tools (Figma, MIRO, Visio).
• Understanding of designing seamless and personalized customer experiences.
• Experience in developing and implementing service improvement strategies.
• Ability to analyze customer feedback for service enhancement.
• Proficiency in creating metrics for service quality measurement.
• Operational and digital strategy experience.
• Strong communication skills for stakeholder engagement.

Salary (Rate): undetermined

City: Glasgow

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT