Service Design Lead

1 month ago

Maidstone, Kent, United Kingdom Golding Homes Full time
About the Role

We are seeking a highly skilled Service Design Lead to join our team at Golding Homes. As a key member of our organization, you will play a crucial role in improving user experience and costs of services.

Key Responsibilities
  • Drive a culture of user-centered design in projects and lead on designing optimal end-to-end service and processes.
  • Conduct user and customer research and present findings and recommendations.
  • Own the design and development of our customer journeys.
  • Engage closely with service teams across the organization to ensure we are clear on customer pain points, bottlenecks, and areas for improvement.
  • Facilitate journey and process mapping activity, supporting the Transformation portfolio and translating our journeys into operational service delivery.
Requirements

We are looking for someone with proven experience in Service Design, with the ability to demonstrate knowledge of components such as customer journey design, service mapping, business processes, and user profiling.

You will have previously conducted user research and designed end-to-end service journeys, including digital touchpoints, for customers or colleagues. We are also looking for someone with experience in designing and developing service design prototypes and with an understanding of user experience best practice.

What We Offer

We offer a competitive annual salary of circa £63,000 and a 37-hour working week. Our Hub, Home, Roam approach allows you to work from wherever suits you best, whilst also having a central workspace to collaborate and come together.

We also offer a Total Reward package that goes beyond your salary, designed to support you throughout your working life here. This includes:

  • 28 days annual leave per year (plus bank holidays)
  • Company pension contribution and life assurance
  • Flexible benefits including health cash plan, additional holiday purchase, cycle to work scheme, onsite gym, retail discounts, and more.
  • An annual Wellbeing Fund
  • Hybrid Working

We appreciate that people process information in different ways. Please get in touch if you would like some support with your application.

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