Service Designer

Job Description

We're seeking a Service Designer to craft innovative, enterprise-wide platforms and services workflows that elevate our resort experience. This role requires a deep understanding of service design principles, operational acumen, and technical savvy to bridge the gap between digital interfaces and operational processes.

Your Role

As a Service Designer, you will be instrumental in driving service innovation that meets the evolving needs of our guests and employees. You will employ research-driven approaches to identify user-centric opportunities, facilitate cross-functional workshops, and lead discovery efforts to uncover opportunities for improvement, incorporating human-centred methods to solve end to end organization and experience challenges. Your expertise will ensure that our services are user-centred, efficient, and aligned with business objectives.

Key Responsibilities

• Service Architecture
• Develop comprehensive service blueprints that capture the essence of our guest and employee experiences, identifying opportunities for improvement and innovation.
• Collaborate with operations and IT teams to design and implement service solutions that meet the needs of our users.

• Journey Orchestration
• Design seamless, omnichannel workflows that delight our guests and employees, ensuring a consistent and exceptional experience across all touchpoints.
• Develop prototypes that test and refine our service concepts, iterating on feedback and insights to drive continuous improvement.

• Metrics and Evaluation
• Establish service KPIs that measure success and drive improvement, tracking key metrics such as customer satisfaction, employee engagement, and business outcomes.
• Develop metrics that track user experience and business outcomes, using data and insights to inform design decisions and drive business value.

Job Qualifications and Requirements

• At least 2 years of experience in service design, UX, or a related field, with a proven track record of driving service innovation and improvement.
• Experience working in hospitality, retail, or a similar industry, with a deep understanding of the unique challenges and opportunities in these sectors.
• Proficiency in design software, wireframe and research tools, including Figma
• Strong portfolio showcasing service design expertise and impact, with examples of successful projects and initiatives.
• Familiarity with Design language systems, component libraries, UI/UX best practices, and CX fundamentals, with the ability to apply these concepts to drive design consistency and excellence.
• Excellent communication and collaboration skills, with the ability to work effectively with stakeholders across the organization, including senior leaders, product teams, and technical teams.
• A team player but is also able to work independently
• Multi-tasking and time-management skills, with the ability to prioritise tasks