About the role?
Are you passionate about enhancing products and services to meet customer needs and deliver exceptional experiences? Are you skilled at putting users at the heart of the design process? If so, we have an exciting opportunity for you!
We are seeking a Service Design and Improvement Officer to join our team. In this role, you will play a pivotal part in optimising our products and services while prioritizing the customer experience. Your primary focus will be on understanding customer behaviour and pain points through thorough user research, and then leveraging that insight to drive improvements across our service offerings.
Key Responsibilities:
* Conduct user research to develop a deep understanding of customer behaviour and pain points.
* Identify and map customer journeys across all channels, including web, face-to-face interactions, phone, email, and traditional mail.
* Conduct market research to gather insights into product offerings and competitive intelligence.
* Prototype and test proposed changes to services to ensure they meet customer needs and expectations.
* Collaborate with cross-functional teams to develop new and improved services.
* Assist in the implementation of changes to processes and systems to enhance overall service delivery.
If you are a creative problem-solver with a customer-centric mindset, we want to hear from you! Join us in our mission to innovate...