Strategic Service Designer (6-month FTC)

at  Tailscom

We’re looking for a Strategic Service Designer (6-month FTC) to join our Proposition team at Tails.com. This individual will be instrumental in helping us define the next stage of growth through our core feeding proposition.

BRAND & PROPOSITION

The Brand and Proposition group exists to make Tails.com stand out from the crowd with a distinctive brand and valuable proposition that exceeds customer expectations. We are definers, optimisers and innovators of the holistic physical, digital and service proposition.

THE SKILLS YOU’LL BRING:

• Proven and successful professional experience in customer service design and an understanding of the product development lifecycle, either working in a consultancy or start-up
• Working at pace - you can learn and get up to speed very quickly
• Strategic thinking - you can think broadly and strategically on complex subjects
• Leadership - you are able to run projects with cross-functional teams
• Insight synthesis - you are skilled at synthesising user insights, market data, and trends to drive direction and focus
• Communication - you are able to clearly and confidently communicate when presenting work to clients and peers
• Organised and process-driven - you have access to frameworks and tools in your knowledge base to utilise at a moment’s notice
• Practice building - you are able to drive awareness of service design practices; you utilise a coaching mentality to upskill others in these areas

THE ROLE

As the Strategic Service Designer, you will have the exciting opportunity to help Tails.com define the next stage of growth through our core feeding proposition. The ideal candidate is comfortable with ambiguity and excels at envisioning the future to inspire others. You will have experience clarifying, articulating, and energising cross-functional teams and stakeholders. You will utilise your design facilitation skills to create an environment where effective collaboration and innovative design can thrive.

YOU WILL BE RESPONSIBLE FOR:

• Leading the service design for the next iteration of our E2E feeding journey, including:
• Running the day to day design efforts and future sprints
• Understanding and articulating clearly how our service needs to change from a user-centred, system, and business perspective
• Identifying ways to reduce cost of delivery and improve outcomes
• Advocating, documenting, and sharing progress to engage key stakeholders and support them in the delivery of the new feeding journey, including:
• Using visual tools and techniques to communicate service concepts, ideas, and improvements in an easy-to-understand format for varying audiences
• Maintaining a service blueprint, tracking progress on how close we are to our desired experience, advocating for the principles and ambitions we have in mind
• Constantly iterating and improving the desired experience, with support from the business, as we learn more about our customers needs
• Developing and delivering a roadmap of defined projects, as determined by the feeding journey sprints, including:
• Business case development for prioritisation into strategic planning or directly to squads for execution
• Coordinating knowledge between related initiatives
• Further research and discovery to support business cases
• Delivery of specific projects or elements where relevant and support is needed