AddressOur mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail - one of the world's most competitive markets, with a deluge of multi-dimensional data - dunnhumby today enables businesses all over the world, across industries, to be Customer First.
dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro.
We're looking for a Service Design Principal who expects more from their career. It's a chance to extend and improve dunnhumby's Design team. It's an opportunity to work with a market-leading business to explore new opportunities for us and influence global retailers and brands.
Joining our team, you'll work with world class and passionate people to focus on unlocking the value of data for our clients through product and service innovation. You will help deliver the holistic value of our broad range of propositions to retailers and brands through intuitive, connected experiences.
What you'll be working on
You will lead the design of human-centered services across our rich portfolio of customer insights and media products. A hands-on practitioner with experience leading design and innovation, you will establish and promote a strong understanding of our users' needs, motivations and behaviors ensuring that product and services are designed to maximize the value we create for our users and our business.
Working in an agile, global team, you will be vital connector between designers, engineers, data scientists and product managers by forging a shared vision of services, enabling alignment of individual efforts towards a north star service experience. Your communication and collaboration excellence will be essential to avoid siloed thinking and efforts.
A strategic thinker, you will apply design attention to the small details and the big outcomes, setting service KPIs (Key Performance Indicators) to help teams understand their impact on business outcomes such as customer satisfaction, financial performance, and growth.
Key accountabilities
- Lead Service Design and design thinking projects, defining scopes, timelines, and resource requirements.
- Plan and facilitate cross-discipline workshops to develop and improve services.
- Engage and collaborate with key stakeholders, including product managers, designers, engineers, and data scientists to set a shared vision for the service.
- Conduct in-depth user research to identify opportunities and pain points to improve services.
- Lead the creation of prototypes and mock-ups for service concepts.
- Define and track key performance indicators (KPIs) to measure the success of design initiatives.
- Define and implement Service Design methodologies and best practices.
- Mentor and coach other designers, fostering a culture of continuous learning and professional development.
- Provide input on complex design challenges and guide the team in making informed decisions.
- Foster a creative and innovative work environment.
- Stay updated on industry trends and incorporate fresh ideas into design practices.
- Drive continuous improvement on team processes aiding collaboration and workflow efficiency.
- Evaluate and implement tools and technologies that enhance the Service Design process.
What we expect from you
- 3+ years professional experience Service Design or UX Strategy.
- Excellent leadership and communication skills.
- Proven commercial success designing services.
- Experience working with senior leadership to align design strategies with business goals.
- Able to demonstrate experience with a range of Service Design methods and tools, e.g. service blueprinting, experience mapping, persona development, scenarios, and storyboarding.
- Proven practitioner on how services and products are developed leveraging innovation frameworks such as Value Proposition Design and Business Model Canvases, Lean Canvases and Jobs-To-Be-Done (JTBD).
- Experience conducting user research, usability testing, and incorporating user feedback into the design process.
- Experience applying design thinking principles to creatively solve complex problems and generate innovative solutions.
- Confidence planning and conducting ideation sessions and workshops leveraging design thinking methods.
- Ability to articulate design decisions and strategies to both design and non-design stakeholders.
- Ability to link design outcomes to business goals and company strategy.
- Experience in bridging communication gaps between design and other departments.
We won't just meet your expectations. We'll defy them. So you'll enjoy the comprehensive rewards package you'd expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.
You'll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.
And we don't just talk about diversity and inclusion. We live it every day - with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you. For an informal and confidential chat please contact stephanie.winson@dunnhumby.com to discuss how we can meet your needs.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)
