Customer Experience Service Designer (m/f/d)
We work for our customers! Creating a good customer experience is an essential part of our joint business success! We believe that continuous improvement is fueled by the invaluable insights gained from our customers' interactions. As a Service Designer at METRO, you will be at the forefront of shaping and enriching our customer journey across diverse touchpoints. Collaborating closely with cross-functional teams, including digital, sales, marketing, and CRM, you will lead the design and implementation of holistic service experiences that captivate and engage our customers. Please support us as an 'Expert (m/f/d) Customer Experience'.
- Customer Journey Mapping: Collaborate with teams to analyze and map out end-to-end customer journeys, identifying pain points, opportunities, and touchpoints for improvement.
- Research: Conduct user research, interviews, and usability testing to gain insights into customer behaviors, preferences, and needs.
- Service Blueprinting: Develop service blueprints that outline processes, interactions, and touchpoints across various channels, ensuring a seamless and cohesive experience.
- Concept Ideation: Generate innovative ideas and concepts for enhancing service offerings and customer interactions, considering both digital and physical touchpoints.
- Prototyping and Testing: Create prototypes and mockups to visualize service concepts and test their viability through iterative design and user testing.
- Collaboration: Work closely with cross-functional teams, including sales, product managers, and marketers, to align on design strategies and ensure consistent messaging and branding.
- Human-Centered Design: Apply human-centered design principles to create empathetic and customer-focused solutions that address user needs and pain points.
- Data Analysis: Utilize data and analytics to inform design decisions, measure the effectiveness of service enhancements, and drive continuous improvement.
- Stakeholder Management: Effectively communicate design concepts, strategies, and rationale to internal and external stakeholders, fostering a shared understanding and alignment.
- Trend and Industry Research: Stay current with industry trends, emerging technologies, and best practices in service design, and integrate relevant insights into the design process.
- Bachelor’s or master’s degree in service design, Interaction Design, Business Administration, or a related field
- Strong knowledge of customer journey mapping, design principles and methodologies.
- Relevant experience in the field of customer experience or theoretical and practical knowledge of the principles of customer experience
- Excellent interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams.
- Experience with user research techniques, including interviews, surveys, and usability testing.
- Knowledge of industry trends, emerging technologies, and best practices in service design.
- Proficiency in using visualization tools such as Adobe Creative Suite, Miro, Figma, or similar for effective communication of ideas.
- Strong problem-solving skills and a structured and analytical approach, with mental flexibility and creativity
- Fluent in spoken and written English, willingness to travel and team player mentality.
- To be part of a fast-growing international team that has significant scaling ambitions across multiple markets.
- Work-Life Balance: Trusted working hours, 30 days of vacation and home office options
- Further training: A comprehensive further training offer over an own training team as well as an own annual training budget
- Well-being: Health programs, a free fitness studio on our campus and regular employee events
- Comfort: Very good public transport connections and free parking spaces including charging facilities for e-mobility. Two canteens with a varied selection of meals and discounts in our stores and at many partner companies
- Candidate has great perspective in further pursuing his career within Metro Group with our fast growing various fields and functions after completing the assignment.
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