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Digital Service Design and Research

4 months ago

London, United Kingdom Collinson Full time

**Permanent**

**London, Dallas, Boston, Singapore**

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

The Service Design and research role is responsible for conducting research to understand the needs and preferences of customers in the market. This includes conducting surveys, focus groups, and interviews to gather data on customer demographics, behaviour, and satisfaction. The researcher will analyze this data to identify trends and insights and use this information to inform product development and marketing strategies. The researcher will also work closely with cross-functional teams, including product development, marketing, and sales, to ensure that customer insights are integrated into the product development process.

They have experience of a service, from a customer's perspective. A Service Designer is responsible for creating a service that is user-cantered, efficient, and effective, while also addressing the needs of the business.

This role should have a strong portfolio that showcases their experience in service design, as well as a deep understanding of design principles, interaction design, and user research methodologies. They should also be skilled in design thinking.

Key responsibilities:

- Conducting user research to understand the needs and preferences of the target audience.
- Defining the service experience and creating service blueprints that describe the customer journey and touchpoints.
- Designing and prototyping new service concepts and experiences.
- Collaborating with cross-functional teams such as product management, marketing, and engineering to ensure the service design aligns with the overall product strategy.
- Conducting user testing to validate the service design and identify areas for improvement.
- Implementing and launching new service designs and continuously iterating based on feedback and results.
- Have a profound knowledge on business side of things (Design Governance, SWOT Analysis, Feasibility Assessments, Gap Analysis, Business Cases, Capability and Capacity Assessments, etc.)
- Keeping up-to-date with industry trends and best practices in service design.

Knowledge skills and experience:

- Demonstrable experience of leading a business unit and projects in all things Service Design
- Demonstrable experience of service design methods to solve complex business problems, think strategically about opportunities, and facilitate the creation of a shared experience vision
- Evidence of being able to input into and implement the processes and ways of working through which Service Design will be implemented
- Champion Service Design within the organisation, educating your partners and taking them on a journey to truly understand the value of service design
- Be a key contributor in thought leadership around Service Design
- Must possess ability to influence and impact partners
- Strong content design and presentation skills
- Enjoys contributing ideas and following through on team-based work
- Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going succ