A Global enterprise-level company is looking to give their service centres across the world a Digital Transformation. You will be looking to future proof these centres with the implementation of technology to create efficiencies for both customers and employees.
This project will start with mapping out and analysis of offline/online user journeys, by growing an understanding of the customer flow at Service Centres it will lead to highlighting associated pain points. From this, you will then be tasked with introducing technology to alleviate such inefficiencies.
The start of the project will entail conducting field research trips to service centres using guerilla testing as well as setting up, leading and analysing focus groups with staff.
Mapping the as-is customer journey (including online and offline channels) and sharing findings of customer/ employee pain points to the team.
Field research experience is important, we need someone who can be comfortable going into centres to observe and conduct research. Experience mapping offline and online journeys is equally important.
You’ll be working within a new tech of the company, alongside a Head of Product and closely with a BA so you’ll receive good support.
You will have a real degree of free rein so you will need to be comfortable going into the unknown, a self-starter and be able to share ideas with a team that’s looking for new and innovative ideas.
We are really looking for an all-rounder, someone who can conduct research and own the process right the way through to high fidelity mock-ups to pass onto the development team.
Experience in retail/ service industry would be beneficial.
This would suit a Service Designer/ UX designer who has experience of introducing technology to retail stores/ service centres.