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Service Designer (Customer Experience)

  • Location: South Yorkshire
  • Salary: Up to £0.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

We are Recruiting for a Service Designer (Customer Experience) for a FTSE 250 Client in Rotherham on a Permanent basis, paying between £35,000 - £45,000.

Accountabilities & Activities

The post holder will:

  • Support Customer Experience improvement engagements across the project lifecycle for a diverse client base, to drive client retention and business growth
  • Work in cross-functional project teams (including service design, strategy, insight, design & technology) and partners to deliver industry leading strategic and transformation outputs
  • Respond creatively and appropriately to the challenges of each engagement - e.g. embedding a service design approach, continually focusing on improved customer experience and making our solutions work for people. This is not only about digital solutions. Some of our most creative and challenging work includes changing the way client staff work, their process and behaviours
  • Have client-facing responsibilities. This is not a desk-based, research-based role. It involves workshop facilitation, working in teams with colleagues on client site and other stakeholder engagement activities
  • Support all aspects of engagements, including but not limited to stakeholder engagement, cultural change, training and capability development

Qualifications, Knowledge & Experience

The post holder will be recognised as a Customer Experience subject matter expert, understanding the latest CX, digital & technology trends and innovations. Specifically, the post holder will have experience of:

  • Supporting the design, prototyping and delivery of Customer Experience/ digital transformation programmes (end to end) - planning delivery team structures and team approach etc;
  • Using design thinking to improve services around customer needs and how people think, feel and behave, evidenced by established track record step-change improvement metrics;
  • Strong evidence-based analytical skills, utilising both qualitative and quantative analysis to develop and apply service design solutions on engagements;
  • Developing customer service technical solutions (such as self-service, natural voice telephony, knowledge bases, portals, CRM and social media) and multi-channel, front-line solutions (contact centre, self-service, web, mobile, face to face, social media, etc);
  • Developing customer contact and channel shift strategies, demand management and customer experience/satisfaction and customer insight

To apply for this role please follow the link below or send your CV to Callum.Thomas@Capita.co.uk . Alternatively, call me on 07731346028 for further detail

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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