Senior Service Designer

**What’s the role about?**

John Lewis is here to inspire, delight and assure Britain’s shoppers in those moments that matter throughout life, and our Trading, Customer and Channel (Online and Retail) teams are right at the heart of that customer experience.

Collectively, and collaborating with other teams, Partners in this part of the business are responsible for designing and delivering a transformation of our experience propositions, both in store and online, elevating our customer service and restoring strong profitability to invest and share in our Partnership.

**What you’ll be doing as Service Design Manager**:
As a Service Design Manager you will lead the design work for new products and services and enable improvements to existing ones.

You will advocate for user needs in all aspects of your design work; championing user-centred design and service design including user research, workshop facilitation, problem framing, personas, user journeys, service blueprinting, ideation, solution hypotheses, measures of success and prioritisation to name but a few.

Map, plan, analyse, design and execute a clearly defined, lean and intelligently thought through end-to-end discovery and definition process to identify best-value opportunities on existing and new service opportunities to fulfil customer and commercial potential.

Using user-centred frameworks and techniques to provide consultancy and guide the team as lead practitioner on how services and products are explored/created including Value Proposition Design and Business Model Canvases, Lean Canvases and Jobs-To-Be-Done.

You will be able to marry customer insight and commercial drivers, to think through how a whole priority experience or proposition ‘system’ needs to work.

Support training and development and coach a core team of Experience Designers.

**What you’ll already have**:

- Related degree (or equivalent) or proven senior/management-level user-centred and/or service design experience
- Senior service design-orientated knowledge,skills and experience of related frameworks and methodologies to explore end-to-end
- Seasoned experience in planning and facilitating team workshops including gathering/analysing requirements and insight,, business process mapping and planning, prioritisation and mapping front and back-of-stage experiences and processes
- Excellent and meticulous task management, collaboration and organisational skills
- Senior stakeholder management experience and strong communication skills with the ability to succinctly articulate complex topics; Building and developing relationships with design peers and business stakeholders to influence all aspects of the service experience

**What else can you bring**:

- Team coaching and mentoring, interviewing skills and onboarding experience or demonstrable aptitude
- Experience in the retail sector
- Experience working in agile and cross-matrixed organisations
- Experience of research, design and development for digital touch points
- Hands-on experience of exploring customer value propositions via the Value Proposition Canvas and Business Model Canvas or similar

**Additional information**:

- As a business we encourage flexible working. We have a number of different ways to work flexibly, so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, examples of how our Partners already work flexibly include part-time, job share, home working and compressed hours. Head office areas also support a blended working approach of office and home working.Internal use only:
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