Service Design & CX Manager - Transform Public Experiences

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

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.