Customer and User Experience Service Design Manager

Coimisiún na Meán; Dublin; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Annual leave 29 days

Job summary

Coimisiún na Meán seeks a Service Design Manager to lead the Service Design practice within the User Experience function, guiding transformation projects and improving end-to-end journeys. The role ensures customer needs are embedded in service design, policy development and operations through evidence-based decision making.

The team encompasses Service Operations, Service Design and Brand & Engagement, delivering user-centric experiences with high public trust.

Qualifications

• Experience in service design, CX, UX or related discipline.
• Ability to translate customer insight into policy and process improvements.
• Proven track record delivering complex projects with multiple stakeholders.

Responsibilities

• Lead service design and customer experience projects from initiation to implementation.
• Analyse customer insight, feedback and data to inform decisions.
• Facilitate workshops and stakeholder engagement activities.
• Develop customer journey maps and service blueprints.
• Establish service design standards and governance.
• Collaborate with Operations, Technology, Communications, Legal and PM.

Skills

Service Design

Customer Experience

User Experience

Workshop Facilitation

Journey Mapping

Governance & Standards

VoC programs

Accessibility & Inclusive Design

Agile & Continuous Improvement

Stakeholder Management

Education

Professional certification in Service Design

Project Management Certification

Change Management Certification

Job description

The Service Design Manager will lead the Service Design practice within the User Experience function, supporting ongoing transformation projects and improving end-to-end customer journeys across Coimisiún na Meán. The role will ensure customer insight and needs are systematically incorporated into service design, policy development, operational processes and strategic decision-making. Working collaboratively across the organisation, the role will contribute to improved customer outcomes, increased organisational effectiveness and the successful delivery of strategic transformation objectives.

About the Team/Division

The User Experience Department is responsible for creating a trusted, user-centric experience that enables the public to access information, understand their rights, resolve issues effectively, and engage confidently with Coimisiún na Meán.

The department is made up of three interconnected pillars: Service Operations, which delivers high-quality customer support and service oversight; Service Design, which uses insight and evidence to continuously improve services; and Brand & Engagement, which strengthens public awareness, confidence and trust through effective communication and engagement. Together, these pillars ensure that every interaction with Coimisiún na Meán is clear, respectful and supportive, providing consistent user experiences, valuable customer insights, and increased public trust.

Key Responsibilities

• Lead assisted and digital customer experience and service design projects from initiation through implementation.
• Analyse customer insight, feedback, operational data and research to inform decision-making.
• Facilitate service design workshops, co-design sessions and stakeholder engagement activities.
• Develop and maintain customer journey maps and service blueprints.
• Establish service design standards, frameworks, governance and best practices for both assisted and digital journeys.
• Collaborate with internal stakeholders across Operations, Technology, Communications, Legal and Project Management functions.
• Monitor and measure customer experience outcomes and service performance.

The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to review.

About You

Experience, Skills, Knowledge & Qualifications

• Experience in Service Design, Customer Experience (CX), User Experience (UX) or a related discipline.
• Experience gathering, analysing and applying customer insight to inform decision-making.
• Experience delivering projects or programmes and managing multiple priorities and stakeholders.
• Experience facilitating workshops, design sessions or collaborative working groups.
• Expertise in customer journey mapping and service blueprinting.
• Experience supporting digital transformation or organisational change programmes.
• Experience developing customer experience strategies, operating models, governance or performance reporting.
• Experience establishing Voice of the Customer (VoC) programmes or using customer experience measurement frameworks.
• Experience working with accessibility, inclusive design, agile or continuous improvement practices.
• Professional certification or qualification in Service Design, CX, UX, Project Management, Change Management or a related discipline.

Key Information

• This position is offered on a Permanent basis.
• Annual Leave: 29 days per annum
• The role will be a hybrid role combining home and office working. Our current hybrid policy is 2 days in the office.
• Our office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20.

For a full list of benefits see our website here

This position is graded at the Higher Executive Officer scale

Successful candidates will be appointed on the first point of the scale.

Eligible Candidates must be:

(a) A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein and Norway; or

(b) A citizen of the United Kingdom (UK); or

(c) A citizen of Switzerland pursuant to the agreement between the EU and Switzerland on the free movement of persons; or

(d) A non-EEA citizen who has a stamp 4 permission* or stamp 5 permission.

*Please note that a 50 TEU visa, which is a replacement for Stamp 4EUFAM after Brexit, is acceptable as a Stamp 4 equivalent

To qualify candidates must meet one of the citizenship criteria above at the time of application.

Privacy Notice

Coimisiún na Meán (An Coimisiún, CnaM, we, our) processes the personal data arising as a result of its recruitment campaign. The Data Controller is CnaM, and the Data Processor appointed by CnaM to conduct the recruitment process is CPL. The Data Controller’s contact details are - Data Protection Officer, Coimisiún na Meán 1 Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20, Ireland.

CnaM will process the personal data collected during the recruitment process for the purpose of the review, consideration and selection of applications and the contacting of applicants. Third party recipients may include CnaM representatives. CnaM does not transfer personal data outside of the EU or EEA.

CnaM’s legal bases for collecting and processing this data may include:

- Contract - where the processing is necessary for the performance of a contract, or in order to take steps at the request of the data subject prior to entering into a contract

and/or

- Consent - where you have given explicit consent to the processing (e.g. reasonable accommodations)

The personal data processed will be stored securely. This data will be stored for a maximum of 12 months in the event of an unsuccessful application.

Applicants have the right to access their data and to rectify any inaccuracies in their data. To do this, please write to the Data Protection Officer at the address listed above. Applicants have the right, where appropriate, to the erasure of their data and/or a restriction on processing of their data. In addition, data subjects have the right to lodge a complaint with the Data Protection Commission. Our full Data Protection Statement is available here: https://www.cnam.ie/governance/data-protection-privacy/privacy-statement/

Selection Process

The selection process will include:

Shortlisting of candidates based on the information provided in their application, assessed against the specified criteria for the role. Candidates shortlisted will be invited to a competency-based interview which will be conducted in person at our Dublin office.

ReasonableAccommodations

Reasonable accommodations will be provided, if required, during the recruitment process. To discuss and request reasonable accommodations in confidence please contact Angeline McKiernan at [e-mail]

CoimisiúnnaMeán is an equal opportunities employer. We welcome applications from candidates with diverse backgrounds and are committed to championing an inclusive and diverse workforce which reflects modern Ireland. We work to create a culture where everyone has equal access to opportunity and feels comfortable to be their authentic selves at work.

• Judgement, Analysis & Decision Making
• Management & Delivery of Results
• Interpersonal & Communication Skills
• Specialist Knowledge, Expertise and Self Development
• Drive & Commitment to Public Service Values