We're looking for a Lead Service Designer to join our Digital technology & data team on a 12-month fixed-term contract in Manchester. In this role, you'll play a key part in creating services that provide value to our members, working closely with our product teams to make sense of complex systems.
Why this role matters: At Co-op, we're creating digital products and services that make a real difference to our members, customers, and communities. As a Lead Service Designer, you'll shape how our services work end-to-end, making sure they're inclusive and accessible. Your work will help us build fairer, more effective experiences that provide genuine value for our users.
What you'll do:
* Lead the strategic and continuous improvement of services used by our customer, colleagues, and members
* Collaborate with user researchers and other design colleagues to research, design, and test the end-to-end service experience
* Create service journey and process maps to visualise and improve user flows
* Adopt a data-informed approach to service design, and encourage others to do the same
* Prioritise accessibility in every design decision
* Collaborate with colleagues across the wider business to improve our ways of working and build a thriving service design community at Co-op
Requirements:
* Experience as a Service Designer in agile, multi-disciplinary environments
* A track record of mentoring and coaching other designers
* Experience using measurement frameworks to assess service impact
* The ability to use research to understand user behaviour and motivations
* Good communication skills, with the ability to simplify complex information (e.g., insights)
* Good relationship-building and collaboration skills, with the ability to influence and challenge people inclusively
What we offer:
* 28 days holiday (rising to 32 with service) plus bank holidays
* A pension with up to 10% employer contributions
* Access to a subsidised onsite gym (at our Manchester HQ)
* 30% discount on Co-op products and 10% off other brands
* Wagestream - early access to a percentage of your pay as you earn it
* Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
* 24/7 colleague support service
* Training and support for your development and career progression
* Cycle-to-work scheme
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