Service Designer
  • Job title:Service Designer
  • Location:Remote
  • Job Level:Senior Manager
  • Business Area:Head Office Functions
  • Contract Type:Permanent
  • Ref number:AZ03127

About us

Azets are a leading firm of Accountants and Business Advisers operating across the UK, Ireland and the Nordics, we have over a wide network of employees and an abundance of inspiring opportunities to join one of our many offices!

We are a top ten accountancy firm in the UK and are the number one largest SME practice.

The role

As a Service Designer at Azets, you will assume a critical role in improving our understanding of service delivery and enhancing the customer experience across the organization. Your primary focus will be to investigate, analyse, and optimise customer journeys within our organization, which encompasses advisory, audit & assurance, business accounting, payroll, risk assurance, tax, and wealth management services. You will collaborate closely with the ux researcher and UK product manager to drive the creation of more effective, efficient, and high-value customer experiences through the implementation of digital solutions.

Key accountabilities

Strategy:

Invest time in understanding Azets, our services, history, people, roles and current perspectives on our services, service delivery and customer satisfaction.

Together with the CDO and other stakeholders define a roadmap of activities that ensure outcomes will be achieved on time and on budget.

Customer Journey Analysis:

Lead in-depth research and analysis of customer journeys across all services offered by the organization.

Identify and document key touchpoints, processes, and interactions within each customer journey.

Current State Assessment:

Create comprehensive customer journey maps and documentation to illustrate and communicate the current state of service delivery.

Collaborate with cross-functional teams to gather insights, data, and feedback on the existing customer experience.

Digital Transformation Initiatives:

Partner with the UX researcher and Product manager to prioritize and define changes required to enhance customer experiences.

Leverage your service design expertise to propose and support the development of digital solutions aligned with user needs and business objectives.

Data-Driven Insights:

Utilize customer data, user feedback, and industry trends to inform the development of customer-centric digital solutions.

Use analytical tools to continuously monitor and measure the impact of changes, making data-driven adjustments as necessary.

Collaboration:

Work closely with designers, process owners, IT architects, product managers, and other stakeholders to ensure the seamless integration of service design improvements into digital initiatives.

Collaborate closely with the UX Researcher to ensure a comprehensive and human-centred approach to improving customer journeys. This partnership will be built on a foundation of shared goals, with the Service Designer focusing on the broader service ecosystem and overall customer experience, while the UX Researcher specializes in deep insights into user behaviour and preferences.

Use the UX Researcher's findings to inform design decisions and prioritize improvements that directly address user pain points. This collaboration will involve regular knowledge sharing, joint workshops, and co-analysis of data to ensure that the digital solutions and service enhancements are grounded in a deep understanding of user needs.

Project Leadership:

Assume leadership within cross-functional teams throughout the entire service design project lifecycle, from ideation to implementation, with a strong focus on enhancing the overall customer experience.

Communication and Reporting:

Clearly and effectively communicate findings, recommendations, and project progress updates to senior leadership and relevant stakeholders.

Maintain thorough documentation related to service design projects.

Skills & experience

The ideal candidate will have:

  • Bachelor's or Master's degree in Service Design, Design Thinking, Interaction Design, Human-Centred Design, or a related field.
  • Demonstrated experience in service design, UX design, or related roles, with a portfolio highlighting successful projects that improved customer experiences.
  • Strong analytical skills and the ability to synthesize complex information into actionable insights.
  • Proficiency in design thinking methodologies, journey mapping, and customer experience analysis.
  • Excellent communication skills, including the ability to present ideas and findings to both technical and non-technical stakeholders.
  • Strong project management and organizational skills.
  • A deep understanding of digital technologies and their potential to enhance customer experiences.
  • A proactive and collaborative mindset with a genuine passion for enhancing the customer journey.

 

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