Senior Service Designer

Company Description

We are the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

**Our approach to flexible working**

We care about work that works, whether that’s about where you work or adjusting your hours to fit better with your life. Our flexible working practices, including our hybrid working model where you can split your working time between the office and your home, support our belief that this balance brings long-lasting benefits for our business as well as ensuring that our people can balance successful careers with their commitments and interests outside of work. So that you can love where you work, please discuss what works for you with your recruiter during the hiring process.

**Accepting you, for you.**

We want you to feel accepted for who you are and to feel safe, valued and to help us build a culture of true belonging. Experian is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work. We are committed to equal employment opportunities regardless of age, disability, gender identity, marital status, race, ethnicity, faith or belief, sexual orientation, socioeconomic background, Veteran status or whether you’re pregnant or on family leave.

**Job Description**:
**Key Responsibilities/Activities**
- In this position you will be involved in the validation of complex and bespoke customer service requirements, and fully accountable for the delivery of well-designed client solutions. You will ensure that functional and non-functional service requirements are incorporated into their design through a Service Design Package, contractual service commitments, and a robust and agile Service Design process.
- Ensure that all Service Designs are appropriately robust and are adequately handed over to relevant downstream ITSM teams
- Look for opportunities to reduce complexity and standardise all elements of Service Design across similar services
- Act as a central point of contact for sales teams engaging with ITSM on individual bids, and coordinate with relevant ITSM teams for all aspects of Service Design including SLAs
- Ensure that the customer's experience is world class throughout the Service Design process, and from a Service Design perspective during Transition, Deployment, and in live Service Operations
- Ensure that all Service Designs comply with all relevant policies, processes, procedures, standards, and strategies
- Ensure that all SLAs are adequately defined, are achievable, and have the approvals of relevant business, technical and operational stakeholders
- Identify, and where possible mitigate, any risks within Experian deals to the business, existing services, ITSM costs and capabilities, processes, suppliers, and contracts
- Identify areas of improvement to existing services, processes and working practices, and work with appropriate stakeholders to execute them through Service Design enhancements
- Validate and manage all bespoke customer service requirements during the Service Design phase
- As required, support the production and/or validation of customer proposals
- Ensure that Service Designs are validated by appropriate operational teams, and help to validate that live services conform to their approved Service Designs
- Work with appropriate stakeholders to ensure that the relevant KPIs are in place (and met) for all aspects of ITSM, including those necessary to meet and exceed agreed SLAs
- Review existing SLAs and KPIs to look for areas of standardisation or quality improvement
- Produce and update Service Design documentation to reflect new, changed, and retired services, products, components, and functions
- Support and/or deputise for the Head of Service Design

**Qualifications**:

- Significant experience of designing services within a large corporate environment
- Significant experience of working closely with senior stakeholders across multiple teams or departments
- Significant ITIL 4 experience
- Experience of identifying and delivering continual improvement via agile methodologies
- Experience of other modern service delivery frameworks
- Excellent communications and interpersonal skills, with the ability to communication with technical teams and describe technical issues to