💷 Salary: £60,000

📍 Location: Northampton/Hybrid

💼 Role Type: FTC - up to 9 months

✈️ Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally, we make sure to acknowledge, evaluate, and respond to all applications as a way of showing our appreciation for your time and effort in applying to us.

📆 Interview Process: TBC

At Staysure Group, we are on an ambitious growth journey to enhance our customer experiences, empower our colleagues, and drive sustainable success across our multiple brands. Our transformation efforts span five strategic pillars:

1. Growth – Expanding Core, Challenger, Comparison & Partnership brands.
2. Product, platform, and customer journey transformation.
3. Customer and employee operations transformation.
4. Security, compliance, and regulatory transformation.
5. Business optimisation.

To realise these objectives, the Transformation Function ensures the delivery of a unified, high-impact portfolio of over 50 initiatives, collaborating across Transformation, Technology, Product, Finance, and other key business areas.

🌟About the Role

The Business Transformation - End-to-End Service Designer will play a pivotal role in designing solutions that balance the needs of customers, employees, and the business. Reporting to the Head of Transformation Design, the role holder will lead the human, digital, and process design of transformational initiatives, using service blueprinting as a core approach.

This is a unique opportunity for an experienced service design professional who excels at customer and employee-centric design to deliver total solutions that drive exceptional outcomes across all touchpoints.

🌟Key Responsibilities:

Service Design Expertise:

• Develop and deliver comprehensive service blueprints that map customer and employee journeys alongside supporting processes, systems, and interactions.
• Apply human-centered design principles to align initiatives with the needs of users, the business, and technology ecosystems.
• Translate strategic objectives into actionable service design frameworks for cross-functional teams.

End-to-End Solution Design:

• Lead the design of cohesive, end-to-end solutions that incorporate human, digital, and process elements.
• Ensure designs address both customer experience and employee efficiency while driving business outcomes.
• Leverage design-thinking methodologies to identify pain points and opportunities across current-state and future-state journeys.

Collaboration and Stakeholder Engagement:

• Partner with Transformation, Technology, Product, Operations, and other key teams to design solutions that are innovative, scalable, and feasible.
• Facilitate workshops with cross-functional teams to co-create design solutions and ensure alignment across the organisation.
• Act as a champion for service design, promoting its value and principles to stakeholders at all levels.

Customer and Employee Centricity:

• Embed customer and employee-centric thinking across all transformation initiatives.
• Conduct qualitative and quantitative research to understand user needs, behaviours, and feedback.
• Advocate for the voice of the customer and employee in the decision-making process.

Continuous Improvement:

• Monitor and evaluate the performance of designed services, identifying opportunities for iteration and optimisation.
• Stay ahead of emerging trends and best practices in service design, digital transformation, and process innovation.

🌟Skills and Experience

Essential

• Demonstrable experience in service design, including the creation and implementation of service blueprints.
• Expertise in human-centered design, with the ability to balance customer, employee, and business needs.
• Strong knowledge of digital transformation and process design principles.
• Proven ability to design and deliver end-to-end solutions in complex environments.
• Skilled in leading workshops, facilitating design thinking sessions, and collaborating across diverse teams.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.

Desirable

• Experience in working across multiple brands or within a group structure.
• Familiarity with agile methodologies and working in a fast-paced transformation environment.
• Knowledge of tools such as Figma, Miro, or other design and collaboration platforms.

We’re assembling a diverse team, where skills, not checkboxes, reign supreme, regardless of race, religion, sex, sexual orientation, gender identity or disability. Our compass points to inclusion. 

Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits.