Strategic Designer

2 weeks ago

Bristol, United Kingdom Ovo Energy Limited Full time

Location - flexible, with travel to our London and / or Bristol office We’re making zero carbon happen We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. We call this Plan Zero - and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge? Do great green things with OVO Energy So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one. Everyone belongs at OVO Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are - we can’t wait to meet you. Where in the world of OVO will I be working? We’re looking for an enthusiastic and talented Strategic Designer who is passionate about working on exciting new projects to help us reach Plan Zero. As OVO moves closer to 5m customers, we are expanding and scaling up our customer experience program to ensure we can design, implement and measure customer experiences across the business at all levels. Developing easy and effortless customer experience journeys to help us move towards a world leading, carbon net zero customer experience. You will be a key part within our Customer Experience team, in a newly created Strategic Designer role as part of a team responsible for creating content that surprises and delights our existing customer base and prospective customers across multiple energy and decarbonisation products. This is a really exciting part of the business, as we look to scale and accelerate our customer programmes of work. What will I be doing? You’ll develop transformative solutions based on customer research and insight by identifying intangible attitudes & behaviours which drive customer choices. By uncovering what is important to our customers, you’ll be able to create suitable experiences which provide real value to them. We want to see through the eyes of real people - understanding their context, motivations, and needs. We use a variety of tools and methods to make the greatest impact. Your main responsibilities Work closely with the business to understand their key challenges, define design Strategies, win buy-in for your recommendations and collaborate with relevant teams across OVO Drive inspiration, knowledge and guidance throughout the strategic design lifecycle Design and facilitate immersive workshops at different stages of the innovation journey Lead our design strategy, keeping the customer perspective and voice at the heart of everything along the whole process Design & develop research to better understand our customers choices, motivations and what they need from us Lead, design & develop quantitative and qualitative research (internal & external) to uncover and understand customer behaviours, obstacles, needs & motivations. Translate and synthesise learnings on customer behaviour, needs and aspirations into a compelling and actionable insights, with clear short and long-term innovation opportunities Bring research to life through personas, customer journeys, stories and scenarios Understand the competitor landscape Drive our future vision by presenting relevant insights and trends to develop future scenarios, implications and opportunities To always work collaboratively across the business to dƒrive customer experience objectives at all levels and to promote CX expertise and skills, training in CX methodologies and techniques where appropriate Be tenacious and curious in everything we do as a CX team, to bring the voice of the customer to the fore and to deliver the key improvements required, delighting our stakeholders and colleagues as we go. Ensure that we add value both commercial and to the customer, in all projects, activities and improvements undertaken. To be responsible for our own development, to be proactive in upskilling ourselves and our teams, supporting each other and excelling in teamwork and seeking to utilise all team members skills on projects Sharing, communicating and working with others Is this the job for me? A passionate belief in the importance of delivering excellent customer experience A strong background in service or product design A clear understanding of human centred design principles & applications Ability to apply design methodology & research techniques to understand customer needs Experience of project management & agile methodologies Understanding of all CX strategy and principles, proven understanding and delivery of customer experience design, improvement and measurement methodologies Ability to apply business and commercial understanding to proactively ide

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