fbpx Senior UX & Service Design Manager Acton Support Centre (123) 19046 | Dixons Carphone Careers

Senior Service Design Manager

Marketing

Job Number: 19046

Location: Acton Support Centre (123)

Contract: Full Time / Permanent

Description

Senior Service Design Manager

North Acton

 

Key role within the Customer Experience team who collectively own the end to end journey across all channels. The mission is to deliver a best in class omni-channel experience for every interaction that makes it easy for customers and drives value to the business.  The main focus of this role is to bring customer experience leadership to bear in tackling omni-channel improvements that define customer’s relationships with Dixons Carphone.  The role will require expert knowledge of Service Design to ensure that our customers experience easy, seamless journeys as they move between channels. The role will sit within a multi-disciplinary team whose main purpose is to transform the experience though innovation, experience design and transformation. The role combines all of these facets as well as building strong collaborative relationships cross functionally to drive improvements.

 

Responsibilities

 

  • Ideate and create service design deliverables in the development of end to end experiences that are innovative and market leading but above all easy for customers
  • Bring understanding of all channels to experience design and innovation sessions
  • Use cross channel service design to improve the customer journey
  • Develop prototypes working with appropriate functional experts that contribute to improved customer experiences
  • Conduct tests in conjunction with appropriate functions to evaluate your service design, and assure the CX requirements
  • Work closely with functions across the business to champion the customer and challenge other functions to deliver easy omni-channel experiences
  • Operate at a senior level interacting with very senior stakeholders and functional owners
  • Refine work based on feedback from customer test and learn projects
  • Document, present and share proposals with wider teams
  • Build understanding in the business of how designs benchmark against best in class customer experience and define solutions to the gaps that need to be addressed
  • Maintain an in-depth understanding of customer and colleague needs and expectations and deep knowledge and consideration of competitor and trend insight

 

Key Skills/Experience

 

  • Significant customer experience design-related experience
  • Experience of performing a similar role in an omni-channel environment
  • Experience of working in a major FTSE 250 organisation or comparable organisation would be beneficial
  • Experience of working in a fast-moving environment where drive and resilience is needed to achieve results
  • Strong history of translating ideas into prototypes, understanding and allowing for the constraints of the user, the business, technology and brand                                                                                              
  • Experience of Electrical Retailing, mobile, insurance and/or technology sectors