Service Design and Improvement Officer

5 months ago

Cirencester, United Kingdom Publica Full time

**About the role**

Are you passionate about enhancing products and services to meet customer needs and deliver exceptional experiences? Are you skilled at putting users at the heart of the design process? If so, we have an exciting opportunity for you

We are seeking a Service Design and Improvement Officer to join our team. In this role, you will play a pivotal part in optimising our products and services while prioritizing the customer experience. Your primary focus will be on understanding customer behaviour and pain points through thorough user research, and then leveraging that insight to drive improvements across our service offerings.

Key Responsibilities:

- Conduct user research to develop a deep understanding of customer behaviour and pain points.
- Conduct market research to gather insights into product offerings and competitive intelligence.
- Prototype and test proposed changes to services to ensure they meet customer needs and expectations.
- Collaborate with cross-functional teams to develop new and improved services.
- Assist in the implementation of changes to processes and systems to enhance overall service delivery.

**You will need**:

- Experience of User Research - observing / interviewing customers to identify their needs and understand their experience of a service
- Understanding of improvement or service design - working with services and other colleagues (e.g. content designers, developers, data analysts) to identify pain points, prototype improvements, and see successful changes rolled out across services
- Ability to facilitate workshops
- Good influencing skills - able to empathise, build trusting relationships, persuade and negotiate with colleagues at all levels to drive change which benefits the customer and the organisation. You have the capability to facilitate difficult discussions within the team or amongst a diverse set of stakeholders.

For more information about this role please see the Job Description/Person Specification.

**Special Conditions**:

- Full UK driving licence and use of a car for work purposes

**Who are we**:
Publica is a unique place to work - we’re a local government organisation with a twist Publica wants to transform the way local services are delivered. To help do this we have started to fundamentally rethink the way we design our services in the digital era so that Publica is a customer focused organisation driven by real user needs.

**What can we do for you**:

- Agile working allowing a mix of home and office working
- Flexible working arrangements _(depending on the role)_
- 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
- Health cash plan giving you cash back on health, dental and eye care
- Pension scheme with a good employer contribution of 5% of your earnings
- Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
- Cycle to work scheme
- Salary sacrifice car lease scheme with huge tax and NI savings to be made on electric cars
- Access to digital financial advice (covering your pension scheme, mortgages and other finances)
- Generous sickness cover above statutory entitlements
- Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
- Life assurance, currently four times your annual salary

These are just a handful of the benefits that you can enjoy when you join us

Our organisation is committed to safeguarding the welfare of vulnerable adults, young people and children. Safer recruitment practices are applied to all job vacancies

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