Service Design Lead
Forseven, a revolutionary company looking to transform the EV industry through cutting-edge technology and innovative engineering practices, is seeking an exceptional Service Design Lead to join our highly skilled and dynamic team. This pivotal role will operate in a hybrid capacity out of one of our offices near Oxford, where the successful candidate will have the opportunity to work alongside some of the most visionary minds in the automotive field.
This is a rare and exciting opportunity to become part of a scale-up, where your contributions will play a crucial role in shaping the future of our forward-thinking company. With its rapid growth trajectory and dynamic nature, Forseven offers you an exceptional platform to help drive strategy as we expand into new horizons.
The opportunity
Working within the CX & Innovation Team and collaborating with design, engineering, product and commercial teams, this is a fast-paced and highly cross-functional environment.
You will drive the development of the customer journeys & service design across the stakeholder to the craft & create the ultimate customer experience.
Success in this role requires an obsession with delivering innovative customer experiences and a deep understanding of how customers want to use products & services in this space, and the key commercial opportunities that they afford.
What you’ll do
Key responsibilities will include:
- Apply Human-centred design thinking to develop the customer journeys & service design to support the customer experience strategy.
- Driving a user-first mentality and design thinking methodology into everything you do. A passionate advocate of putting the user front and centre with user-informed design decisions.
- Use service design methods to solve complex business problems, think strategically about opportunities, and facilitate the creation of a shared experience vision
- Leading workshops, creative brainstorms, service concepts, blueprints, service definition and other service design artefacts by bringing together research, design, business and technology.
- Ensure that activities and team members are supported when it comes to conducting Service Design activities to gather insights, map journeys, ideate and prototype product solutions.
- Getting into the mind of our customers and developing those user needs from qualitative and quantitative data – to inform all design decisions.
- Championing, continuously developing and sharing with team, knowledge on emerging trends and changes in digital services design.
- Advocate Service Design across the organization, educating, influencing and guiding stakeholders and partners. Define methods, standards, and ways of working.
- Leveraging design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes.
- Implementing continuous improvement opportunities to improve the service design team processes, ensuring a consistent and coherent process to manage services quality and collaboration across teams.
Who you are - Qualifications are great but aren’t imperative. Experience & aptitude are also things we value if you think you've got what it takes to do the job we want to hear from you too.
- 5+ years post-qualification experience ideally in service design. A background in human-centred design, customer experience, service design or online services would be beneficial to the role.
- Essential to understand and be able to work with agile methodologies.
- Knowledge and experience of a wide range of tools and methods, such as service design blueprints and personas. User Journey Mapping, Workshop Coordination & Prototyping
- Evidence of developing service design with a high level of customer centricity & customer engagement.
- Ability to dive into, and map the complex backstage capabilities such as Technology, People, Processes, and Policies
- Creative, strategic and open mindset with the ability to think outside the box and challenge convention.
- Understand qualitative and quantitative research methods and when to use them. Analysing the data to provide practical insight
- Develop and cultivate strong relationships within a diverse stakeholder community, manage their expectations and consider multiple perspectives in the definition of solutions.
- Coach others in the approaches and mindset of Design Thinking to help accelerate the adoption of design within the organisation.
- Courageous and ambitious - has a ‘can-do’ attitude, finding a way when encountering obstacles or setbacks.
- Thrives in a fast-paced, start-up environment where change is constant, and structures and systems are new and constantly evolving.
- Networks - develops collaborative partnerships with internal / external stakeholders.
- Passionate about creating & working within an inclusive work environment & culture.
- In addition to the duties and responsibilities outlined, you will be prepared to undertake such additional duties which may result from changing circumstances, which may not of necessity change the general character or level of responsibility within the role.
About us and our culture…
At Forseven, we are more than just a team of professionals; we are dynamic innovators, visionary collaborators, and trailblazers who believe in making a difference. Our passion lays in revolutionising the electric vehicle industry through our cutting-edge advancements and sustainable solutions that aim to transform the way transportation is perceived.
Currently operating under stealth mode, our focus is entirely directed towards achieving excellence as pioneers in creating sustainable mobility solutions which will help shape the future of transportation.
We're looking for enlightened individuals who possess an unwavering passion, relentless drive, and insatiable curiosity to question conventional norms and push beyond perceived limitations.
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