Service Experience Designer

7 days ago


London, Greater London, United Kingdom BDS (Northern) Limited Full time

**Transforming Customer Service with User-Centric Design**

We are seeking a talented Service Experience Designer to join our Customer Experience and Operations team at BDS (Northern) Limited.

As a key member of our new Customer Journey and Insight team, you will play a pivotal role in shaping the service we offer to our customers. Your primary responsibility will be designing and crafting intricate customer journeys focused on the aspects that matter most to them - repairs and maintenance, paying rent, bills, and service charges, and the home lifecycle.

Working closely with the Customer Journey Manager, you will collaborate to understand objectives and align journey designs with organisational goals. You will lead the design and development of detailed journey maps, capturing every touchpoint, interaction, and emotion experienced by residents.

To achieve this, you will employ service blueprinting techniques to visualise front-end and back-end processes underlying each journey. Regular workshops with residents and stakeholders will enable you to gather insights, validate journey maps, and identify areas for improvement.

You will utilise digital tools and platforms to create interactive journey maps that can be easily shared, updated, and iterated upon. Effective collaboration with cross-functional teams is essential to ensure journey design meets the needs of all stakeholders.

The successful candidate will have the opportunity to work with a talented team and contribute to creating a seamless experience for our customers. This is an exciting time to join our organisation, and we are looking for someone who shares our passion for delivering exceptional service.

Main Responsibilities:

  • Design and develop detailed journey maps capturing every touchpoint and emotion.
  • Collaborate with the Customer Journey Manager to align journey designs with organisational goals.
  • Employ service blueprinting techniques to visualise front-end and back-end processes.
  • Conduct regular workshops with residents and stakeholders to gather insights and validate journey maps.
  • Create interactive journey maps using digital tools and platforms.

Salary: £40,388 - £44,876 per annum (PAYE)

Location: [Undisclosed]



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