Service Design and Improvement Officer
About the role… Are you passionate about enhancing products and services to meet customer needs and deliver exceptional experiences? Are you skilled at putting users at the heart of the design process? If so, we have an exciting opportunity for you! We are seeking a Service Design and Improvement Officer to join our team. In this role, you will play a pivotal part in optimising our products and services while prioritizing the customer experience. Your primary focus will be on understanding customer behaviour and pain points through thorough user research, and then leveraging that insight to drive improvements across our service offerings. Key Responsibilities: Conduct user research to develop a deep understanding of customer behaviour and pain points.Identify and map customer journeys across all channels, including web, face-to-face interactions, phone, email, and traditional mail.Conduct market research to gather insights into product offerings and competitive intelligence.Prototype and test proposed changes to services to ensure they meet customer needs and expectations.Collaborate with cross-functional teams to develop new and improved services.Assist in the implementation of changes to processes and systems to enhance overall service delivery. If you are a creative problem-solver with a customer-centric mindset, we want to hear from you! Join us in our mission to innovate and elevate our products and services to exceed customer expectations. Apply now to be part of our dynamic team! You will need… Experience of User Research – observing / interviewing customers to identify their needs and understand their experience of a serviceUnderstanding of improvement or service design – working with services and other colleagues (e.g. content designers, developers, data analysts) to identify pain points, prototype improvements, and see successful changes rolled out across servicesAbility to facilitate workshopsGood influencing skills – able to empathise, build trusting relationships, persuade and negotiate with colleagues at all levels to drive change which benefits the customer and the organisation. You have the capability to facilitate difficult discussions within the team or amongst a diverse set of stakeholders. For more information about this role please see the Job Description/Person Specification. Special Conditions… Full UK driving licence and use of a car for work purposes Who are we… Publica is a unique place to work – we’re a local government organisation with a twist! Publica wants to transform the way local services are delivered. To help do this we have started to fundamentally rethink the way we design our services in the digital era so that Publica is a customer focused organisation driven by real user needs. What can we do for you… Agile working allowing a mix of home and office workingFlexible working arrangements (depending on the role)27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choiceHealth cash plan giving you cash back on health, dental and eye carePension scheme with a good employer contribution of 5% of your earningsEmployee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issuesCycle to work schemeSalary sacrifice car lease scheme with huge tax and NI savings to be made on electric carsAccess to digital financial advice (covering your pension scheme, mortgages and other finances)Generous sickness cover above statutory entitlementsAdditional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injuryLife assurance, currently four times your annual salary These are just a handful of the benefits that you can enjoy when you join us! To apply for this position please click on "apply now" within this page to complete an application form and supporting statement together with your CV. Please tell us about your skills, knowledge, qualifications, experience and how they meet the criteria listed above and in the job description/person specification. It’s important that we’re a good fit for each other, so let us know what’s important to you and why you want to work for Publica Group Ltd. Your CV will not be available to the hiring manager unless you are shortlisted for interview to assist with our non-biased screening process so please ensure you complete the application form in full. It is important that our staff reflect the diversity of our community, and we therefore welcome and encourage applications from people of all genders and sexual orientation, those from Black, Asian, and other minority ethnic backgrounds, and those with disabilities. Accredited of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies - Please state this within your covering statement or in a separate email. Our organisation is committed to safeguarding the welfare of vulnerable adults, young people and children. Safer recruitment practices are applied to all job vacancies Safer recruitment practices are applied to all job vacancies. Successful candidates will be required to complete a pre-employment medical questionnaire; provide references; proof of identity; nationality and immigration status; three years’ employment or education history (if applicable) and, in some cases, verification of criminal record.
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