Service Design Specialist

Posted 23 January 2023
Salary £45,000-£50,000
LocationSunderland
Job type Permanent
DisciplineContact Centre
Contact NameMatt Lazenby

Job description

We have a rare opportunity for a dynamic, enthusiastic and customer-focused Service Design Specialist to join our social housing client as they embark on a period of digital transformation to transform their services business wide to deliver an unrivalled customer and employee experience.

We are looking for someone that has significant experience in customer journey mapping and analysis to identify and implement solutions that will improve customer experience as well as meet compliance and regulatory standards.

In addition to a basic salary of c £45,000- £50,000, you will benefit from flexible working, 29 days annual leave + BH, and an excellent benefits package, working 36 hours per week over 4.5 days between the hours of 08.30 am - 17.00pm Monday to Thursday, and 08.30am – 12.30pm Friday.

Responsibilities:

  • Working across multiple departments to map out end to end services

  • Identifying opportunities to find efficiencies and eliminate waste, keeping the focus on the service user

  • Making informed decisions based on the needs of the service user and available technology

  • Organising and leading collaborative service design workshops

  • Working with senior leaders to deliver service improvements

  • Leveraging technology to enhance service user experience and reduce effort

About you:

  • Previous experience in customer journey mapping

  • Experience working in a fast paced and agile environment

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Ability to influence and engage both internal and external stakeholders

  • Excellent analytical, decision making and problem-solving skills

  • Self-motivated, ambitious and determined

  • Excellent communication skills at all levels

If this sounds like the next challenge in your career that you’re looking for then ‘apply now’ and a member of our team will be in touch.