Service Design & CX Lead - Hybrid & Transformation

OASIS Group; Dublin; Hybrid; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

Flexible Schedules

Professional Development + Growth

EAP

Pension Scheme

Cycle to Work Scheme

Job summary

Coimisiún na Meán seeks a Service Design Manager to lead the Service Design practice within the User Experience function, driving end-to-end customer journeys and ensuring insights shape policy, processes and transformation initiatives.

The role collaborates across Operations, Technology, Communications and Legal, delivering improved customer outcomes and organisational effectiveness. Hybrid work with 2 days in the office in Dublin 4.

Qualifications

• Experience in Service Design, CX, UX or related discipline.
• Experience gathering and applying customer insight to inform decisions.
• Experience delivering projects and managing multiple priorities and stakeholders.
• Experience facilitating workshops or collaborative sessions.
• Expertise in journey mapping and service blueprinting.
• Experience supporting digital transformation or organisational change.
• Experience developing CX strategies, operating models, governance or reporting.
• Experience establishing VoC programmes or CX measurement frameworks.
• Experience with accessibility and inclusive design or agile/continuous improvement practices.
• Professional certification in Service Design, CX, UX, PM or related discipline.

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.

Skills

Service Design

Customer Experience

User Experience

Workshop Facilitation

Journey Mapping

Digital Transformation

Governance & Reporting

VoC Programs

Accessibility & Inclusive Design

Certification in Service Design

Job description

Coimisiún na Meán seeks a Service Design Manager to lead the Service Design practice within the User Experience function, driving end-to-end customer journeys and ensuring insights shape policy, processes and transformation initiatives.

The role collaborates across Operations, Technology, Communications and Legal, delivering improved customer outcomes and organisational effectiveness. Hybrid work with 2 days in the office in Dublin 4.