About the team: As a Senior Experience Designer, you will design and deliver exceptional end-to-end customer and colleague experiences, integrating UX and Service design expertise to transform user journeys into seamless and memorable interactions. The role emphasizes creating scalable service blueprints, combining user insights with business objectives across all touchpoints. The role reports to the Head of Design and Research and works alongside a growing team. This role can be based in Wolverhampton or Chatham, with a hybrid working policy of three days in the office and two days from home.
This role requires interaction across all relevant sites, with some travel between UK offices.
What you will be doing:
1. Lead the design and implementation of end-to-end service experiences, including journey maps, service blueprints, and interaction flows, focusing on customer and colleague needs.
2. Conduct user research and stakeholder workshops to identify pain points, behaviors, and opportunities for improvement.
3. Define and articulate "As-Is" and "To-Be" customer journeys aligned with organizational goals and user needs.
4. Collaborate with cross-functional teams to co-create service solutions that integrate digital, physical, and operational touchpoints, building relationships with stakeholders and product teams.
5. Develop and maintain design systems, service frameworks, and process flows to ensure consistent delivery.
6. Advocate for a customer-first approach by embedding service design principles throughout the product lifecycle.
7. Create low and high-fidelity UI prototypes and ideas.
What’s in it for you?
* Base salary up to £80,000
* Enhanced family-focused benefits
* Hybrid working (3 days in the office / 2 days WFH)
* Annual bonus opportunity up to 15%
* 28 days annual leave plus bank holidays
* See https://www.osb.co.uk/careers/overview for benefits details
Do you have the skills?
* Strong service design experience, including designing and delivering service solutions across digital, physical, and operational channels.
* Proven ability to create service blueprints, journey maps, and customer lifecycle models.
* Understanding of service design methodologies such as Double Diamond and Systems Thinking.
* Strong communication and facilitation skills for leading workshops and aligning teams.
Next steps:
If this sounds like you, apply now! Still unsure?
Hear from our team or explore our process: OSB Careers
Shortlisted candidates will undergo a personalized, inclusive recruitment process, supporting individual needs. We aim to bring out the best in you!
Diversity & Inclusion
We champion diversity at all levels, with Board-level Diversity Champions tracking progress. We are committed to supporting the growth of senior women and treating all applicants equally, opposing discrimination on any grounds.
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