Lead Service Designer - Digital CX

Sky; Orsett; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading media and entertainment company is looking for a Lead Service Designer to join their digital customer experience team. In this role, you will be responsible for designing exceptional customer journeys and service models. You will lead teams in developing strategies that align with the company's goals and respond to diverse customer needs. This position offers flexible working options and the opportunity to impact customer satisfaction positively.

Qualifications

• Proven experience in service design with a strong portfolio of successful projects.
• Ability to translate complex problems into user-centric solutions.
• Strong leadership skills, with experience guiding design teams in a collaborative environment.

Responsibilities

• Lead a team of service designers to enhance customer journeys.
• Drive strategic service design to align with business objectives.
• Contribute to customer experience strategy and performance.

Skills

Service Design

Agile methodologies

Customer Journey Mapping

Job description

Job Description

Location for this position is flexible, we are accepting candidates who are able to work Hybrid in either our Osterley or Leeds office.

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

As a Lead Service Designer in our digital customer experience team, you'll own the design of world-class customer journeys and service models across sales and service experiences. You'll lead Service Design across Agile teams, drive service design strategy, and be accountable for outcomes that reflect our brand and meet customer needs.

Sitting within the Customer Experience Centre of Excellence, you'll contribute to CX strategy, design excellence, and performance across product roadmaps for the UK & Ireland. From joining Sky to engaging with our latest services, we're driven by one purpose : to create better experiences for our customers.

What you’ll do :

• Lead across a team of service designers to analyse, define, and improve end-to-end, multi-channels journeys that meet diverse customer needs and align with accessibility standards.
• Drive strategic service design across portfolios, shaping journeys that align with business goals and championing the custom...