Are youpassionate about creating seamless, end-to-end experiences that delight customers? As a Service Designer at TABTouch, you’ll be at the heart of innovation, blending customer insights, business goals, and cutting-edge design to craft user-centered solutions that captivate and engage.
What You’ll Do:
* Champion Customer Insights: Advocate for our customers and embed their feedback into every product and experience.
* Drive Innovation: Collaborate with internal and external stakeholders to ensure our digital and physical services exceed customer expectations and achieve business success.
* Create Impact: Design and improve solutions that align with strategic goals and deliver outstanding user experiences.
Accountabilities include:
* Create and collaborate on strategic narratives, frameworks and business cases to drive decision-making regarding product and experience optimisation.
* Identify and champion opportunities that create business value and improve the customer experience based on user research, data insight and best practice.
* Plan and facilitate collaborative workshops including ideation of future state experiences together with customers, stakeholders and subject matter experts (SMEs) to uncover insights, define problems and ideate solutions.
* Visualise and communicate problems in a way that helps others to understand, engage and identify solutions more effectively.
* Collaborate with market researchers, product owners, channel leads and analyst teams to define research needs, design and lead customer-centric research practices, uncover customer behaviours, needs, and pain points, and translate insights into impactful service improvements.
* Map end-to-end customer journeys and experiences involving multiple channels, touch-points, processes and technology to create clarity of end-to-end experiences and enable the business to make strategic decisions
* Collaborate with UX designers and retail stakeholders to plan, create and test prototypes that bring service concepts to life.
* Work closely with product owners and technical/delivery teams to design and implement impactful solutions.
* Synthesise research outputs into actionable insights to optimise and refine services, ensuring they evolve to continually meet customer and business objectives.
* Communicate with leadership effectively and influentially to highlight critical user issues, pain points and risks that demand strategic attention.
Join us and make a real difference in how our customers interact with TABTouch. Apply now and be part of a team that’s shaping the future of customer experience!
Qualifications
About You
* 5+ years of previous experience as a Service Designer, UX/CX Researcher, UX Designer, Strategic Designer, Innovation Lead and/or Digital Strategist including strong research, design, and strategic communication skills that come with this level of experience.
* Demonstrated experience in the application of customer-centric experience design and Human Centred Design (HCD) methodologies, including customer journey mapping, ideation workshops and service design blueprinting.
* Strong experience in undertaking qualitative and quantitative consumer research, prototyping and/or testing to improve customer experience, user/digital experience and/or product innovation.
* Experience working in an agile environment and familiarity with agile methodologies.
* Excellent communication, facilitation and influencing skills, with a knack for simplifying complex issues and presenting strategies in a clear, compelling and commercially relevant way to align stakeholders
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