Role Summary
Experienced Service Designer required to support a large-scale transformation programme focused on improving colleague experience, operational processes and CRM-related systems.
The successful candidate will combine strong service design expertise with practical experience across operations, colleague experience and CRM/platform transformation. They will work across complex stakeholder environments to understand current journeys and processes, identify pain points and opportunities, and translate user needs into practical service and system improvements.
A key element of the role is understanding how technology and system changes can enable colleague training, adoption and operational change, applying design-led approaches to ensure systems and processes effectively meet colleague and business needs.
Key Responsibilities
- Apply service design methodologies to complex operational and technology transformation programmes.
- Map and understand existing colleague journeys, processes and pain points.
- Identify opportunities to improve colleague experience, operational efficiency and service delivery.
- Design improved experiences across people, processes, systems and services.
- Support the design and implementation of changes to CRM and business-critical platforms.
- Explore how technical and system changes can enable colleague training, adoption and change management.
- Translate colleague/user needs into clear and practical design requirements.
- Work collaboratively with business, operational, technology and transformation stakeholders.
- Facilitate workshops, discovery activities and journey/process mapping sessions.
- Develop service concepts and practical recommendations that can be implemented within a complex organisational environment.
Essential Experience
- Strong commercial experience as a Service Designer/Design Consultant.
- Proven experience delivering service design within complex transformation programmes.
- Experience working across colleague/employee experience and operational transformation.
- Strong understanding of CRM systems and/or business-critical platforms.
- Experience translating user needs into practical system and service requirements.
- Experience working with technology teams on platform or system transformation.
- Understanding of change, adoption and colleague training within technology-enabled transformation.
- Strong stakeholder management skills, with the ability to work across business, operations and technology teams.
- Strong facilitation, journey mapping, process mapping and workshop skills.
- Comfortable working within large, complex organisations with multiple stakeholder groups.
Ideal Candidate Profile
The ideal candidate is a hands-on Service Designer who can bridge the gap between people, processes and technology. They should be comfortable moving beyond research and conceptual design into practical transformation delivery, particularly where CRM/platform changes need to be adopted successfully by colleagues.
Strong candidates will demonstrate:
- Service design in complex enterprise environments
- CRM/platform transformation experience
- Colleague or employee experience design
- Operational/process improvement
- Technology-enabled change
- Change adoption and training considerations
- Strong communication and stakeholder engagement
- Ability to turn complex problems into actionable design solutions