Senior Service Designer - Digital CX Journeys

Sky Group; Greater London, Leeds; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

A leading media and entertainment brand in the UK seeks a Lead Service Designer to drive the design of exceptional customer journeys in their digital experience team. The role involves leading a team of designers, collaborating closely with product and tech teams, and crafting service models that meet customer needs. Ideal candidates will have a strong background in service design, journey mapping, and user research. This position offers a flexible hybrid working model between Osterley and Leeds.

Benefits

Generous pension package

Private healthcare

Discounted mobile and broadband

Sky Q for TV

Exclusive Sky Glass rates

Wide range of Sky VIP rewards

Qualifications

• Proven experience in leading service design for large-scale digital products.
• Expertise in designing multimodal customer journeys.
• Mastery of analyzing customer problems through research and analytics.

Responsibilities

• Lead service design for customer journeys across sales and service experiences.
• Collaborate with cross-functional teams to develop scalable service solutions.
• Create and evolve service blueprints and journey maps.

Skills

Journey mapping

Service blueprinting

Stakeholder mapping

Workshop facilitation

Systems thinking

User research methods

Analytics tools

Tools

Usertesting

Adobe Analytics

Job description

A leading media and entertainment brand in the UK seeks a Lead Service Designer to drive the design of exceptional customer journeys in their digital experience team. The role involves leading a team of designers, collaborating closely with product and tech teams, and crafting service models that meet customer needs. Ideal candidates will have a strong background in service design, journey mapping, and user research. This position offers a flexible hybrid working model between Osterley and Leeds.