Job Description

Service Design Manager

6 Months - Contract

Warwick (2 days a week on site)

Are you passionate about transforming customer experiences? Do you have a knack for leading service design initiatives within the utilities sector? Our client is seeking a Service Design Manager to spearhead their customer experience transformation agenda. This is your chance to make a significant impact in a role that combines creativity, strategy, and leadership!

About the Role:

As the Service Design Manager, you will be accountable for embedding service design as a strategic capability across the organisation. You will own the service design approach, standards, and roadmap, translating customer insights into tangible, prioritised service improvements throughout the entire customer lifecycle.

Key Responsibilities:

Service Design Strategy: Own and enhance the service design framework, including standards, methods, and governance routes.

Customer Journey Leadership: Lead the optimisation of priority customer journeys and identify opportunities for improvement.

Cross-Functional Collaboration: Work with various teams such as Digital, Data, and Operations to ensure service design activities translate into actionable improvements.

Stakeholder Influence: Act as a trusted advisor to senior leaders, presenting insights and recommendations based on evidence and customer needs.

Capability Building: Develop training materials and coaching support to build service design maturity across the organisation.What You Bring:

Experience: Significant experience leading service design or customer experience transformation within a complex organisation.

Skills: Strong ability to map complex customer journeys and translate insights into practical service improvements.

Leadership: Proven track record of leading cross-functional design activities and influencing senior stakeholders.

Knowledge: Deep understanding of human-centred design, design thinking, and inclusive design principles.Desirable Qualifications:

Experience in the utilities or regulated industries.

Familiarity with tools like Figma, Miro, and Jira.

Professional accreditation in service design or related disciplines.Why Join Us?

Impact: Play a pivotal role in shaping the future of customer experience in the utilities sector.

Growth: Opportunity to build and lead a team while enhancing your own skills.

Collaboration: Work in a dynamic environment with cross-functional teams dedicated to continuous improvement.

Innovation: Be part of a culture that champions human-centred design and evidence-based decision-making.

If you're ready to take on a challenging yet rewarding role and lead transformative service design initiatives, we want to hear from you! Apply today and be part of our client's exciting journey to enhance customer experiences!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention