Service Designer - UX & CX experience

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Service Designer - UX & CX experience Duration: 3-6 monthsIR35 Status: Inside IR35 Experis are currently recruiting for a Service Designer role with a public sector client of ours. The successful contractor will be responsible for defining the customer-facing services/experiences and will contribute to the service design function, in addition they will be acting as a consultant on a 'Digital Journey' project. The client is looking for a contractor with a strong knowledge of knowledge of service design techniques: service maps/blueprints, customer journey mapping, UX and CX. Responsibilities & DutiesFinalise and agree the customer strategy with clarity on customer needs, market focus, customer segments and channels.Analyse failure within existing services, identify root causes for that failure and create services and propositions that address those issues.Lead the development of KPI's, SLA's, services and processes, and define the end-to-end service blueprints.Partner with the internal stakeholders to work with their design agency to define customer experience maps and journeys (considering customer segments, channels, engagement touchpoints against KPI's, SLA's etc).Outline capability gaps in the future organisational model identified in the service blueprint analysis, highlighting implications, trade-offs and supplier role/responsibility considerations. Essential experience Broad discipline experience across customer strategy, Service Design, CX and technology.Excellent stakeholder engagement skills - used to engaging with ExCo level on complex subjects and gaining buy in.Experience of working on transformation programmes.Experience of designing services that meet user needs and are delivered through integrated digital and/or non-digital services.Experience using design in the development of strategy, including the evaluation of strategies to ensure that user needs, and business requirements are met.Experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows. Essential technical knowledge and skills Deep knowledge of service design techniques: service maps/blueprints, customer journey mapping, UX and CX.Demonstrable strategic thinking skills with the ability to articulate a vision to drive change.Superb collaboration skills across multidisciplinary teams i.e. finance, compliance, IT, product, channel.Ability to rapidly develop high-level service prototypes and wire-frames to communicate strategy.Solid technical skills, particularly around APIs and apps and ability to understand and make decisions involving digital technology is essential.