Service Design Principal

dunnhumby; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in Customer Data Science is looking for a Service Design Principal in London. This role will enhance dunnhumby’s Design team by leading service design projects, mentoring designers, and aligning design strategies with business goals. You’ll work cross-functionally to ensure that user needs are met through innovative service solutions while tracking key performance indicators to demonstrate impact.

Benefits

Flexible working hours

Birthday off

Investment in cutting-edge technology

Qualifications

• Experience in Service Design or UX Strategy.
• Able to demonstrate a range of service design methods and tools.
• Experience conducting user research and usability testing.

Responsibilities

• Lead service design and design thinking projects.
• Engage with stakeholders to set a shared vision for service.
• Conduct in-depth user research to identify pain points.

Skills

Leadership

Communication

Service Design

UX Strategy

Design Thinking

Education

Degree in Design or related field

Tools

Service blueprinting

Experience mapping

Persona development

Jobs-To-Be-Done (JTBD)

Job description

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.

Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro.

We’re looking for aService Design Principal who expects more from their career. It’s a chance to extend and improve dunnhumby’s Design team. It’s an opportunity to work with a market-leading business to explore new opportunities for us and influence global retailers and brands.

Joining our team, you’ll work with world class and passionate people to focus on unlocking the value of data for our clients through product and service innovation. You will help deliver the holistic value of our broad range of propositions to retailers and brands through intuitive, connected experiences.

What you’ll be working on

You will lead the design of human-centered services across our rich portfolio of customer insights and media products. A hands-on practitioner with experience leading design and innovation, you will establish and promote a strong understanding of our users’ needs, motivations and behaviors ensuring that product and services are designed to maximize the value we create for our users and our business.

Working in an agile, global team, you will be vital connector between designers, engineers, data scientists and product managers by forging a shared vision of services, enabling alignment of individual efforts towards a north star service experience. Your communication and collaboration excellence will be essential to avoid siloed thinking and efforts.

A strategic thinker, you will apply design attention to the small details and the big outcomes, setting service KPIs (Key Performance Indicators) to help teams understand their impact on business outcomes such as customer satisfaction, financial performance, and growth.

Key accountabilities

• Lead service design and design thinking projects, defining scopes, timelines, and resource requirements.
• Plan and facilitate cross-discipline workshops to develop and improve services.
• Engage and collaborate with key stakeholders, including product managers, designers, engineers, and data scientists to set a shared vision for the service.
• Conduct in-depth user research to identify opportunities and pain points to improve services.
• Lead the creation of prototypes and mock-ups for service concepts.
• Define and track key performance indicators (KPIs) to measure the success of design initiatives.
• Define and implement service design methodologies and best practices.
• Mentor and coach other designers, fostering a culture of continuous learning and professional development.
• Provide input on complex design challenges and guide the team in making informed decisions.
• Foster a creative and innovative work environment.
• Stay updated on industry trends and incorporate fresh ideas into design practices.
• Drive continuous improvement on team processes aiding collaboration and workflow efficiency.
• Evaluate and implement tools and technologies that enhance the service design process.

What we expect from you

• Experience in Service Design or UX Strategy.
• Excellent leadership and communication skills.
• Experience working with senior leadership to align design strategies with business goals.
• Able to demonstrate experience with a range of service design methods and tools, e.g. service blueprinting, experience mapping, persona development, scenarios, and storyboarding.
• Proven practitioner on how services and products are developed leveraging innovation frameworks such as Value Proposition Design and Business Model Canvases, Lean Canvases and Jobs-To-Be-Done (JTBD).
• Experience conducting user research, usability testing, and incorporating user feedback into the design process.
• Experience applying design thinking principles to creatively solve complex problems and generate innovative solutions.
• Confidence planning and conducting ideation sessions and workshops leveraging design thinking methods.
• Ability to articulate design decisions and strategies to both design and non-design stakeholders.
• Ability to link design outcomes to business goals and company strategy.
• Experience in bridging communication gaps between design and other departments.

What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)

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Global Diversity and Inclusion Questions

At dunnhumby, we utilise our diversity of thought as our competitive edge .

We are proud of our diversity and committed to making dunnhumby an even more inclusive place to work that we can be proud of.

Our diversity and inclusion work is designed tocultivate a culture of belonging,where every dunnhumbian feels safe to bring their whole self to work, where everyone is welcome and we practice what we preach.

We have a full D&I strategy to implement this long-term behaviour change; in addition, we have five employee-led network groups to support colleagues in the areas of gender, sexual orientation, multiculturalism, mental health and wellbeing, and family.