Service Design Manager

Zebra People have been exclusively retained to support John Lewis & Partners on their vast hiring plans on what’s set to be one of the largest retail digital transformations in the UK at the moment.

If you’re an experienced Service Design Manager and want to be a part of this then apply below.

The client

Extremely exciting time to join them as they undertake a new ‘Partnership Plan’ which will see the expansion of digital, virtual and delivery services to get close to customers, reaching a profit of £400m by year 5. They have a pledge to recruit young people coming out of the care system and have major commitments on cutting waste and net-zero carbon. Being a Partnership for positive change, JLP is improving lives and building a more sustainable future. John Lewis is now a 60% online retailer and Waitrose has upped its online capacity for delivery to over 190,000 weekly slots.

The role

As a Lead Service Designer you will lead and support training and development and coach (on a rotational basis) a core team of Service Designers. You will be able to marry customer insight and commercial drivers, to think through how a whole priority experience or proposition ‘system’ needs to work. Map, plan, analyse, design and execute a clearly defined, lean and intelligently thought through end-to-end discovery and definition process to identify best-value opportunities on existing and new service opportunities to fulfil customer and commercial potential. Using user-centred frameworks and techniques to provide consultancy and guide the team as lead practitioner on how services and products are explored/created including Value Proposition Design and Business Model Canvases, Lean Canvases and Jobs-To-Be-Done. Through your Profession you will have the opportunity to develop and stretch personally and professionally to achieve your potential. The Partnership supports agile and flexible working practices, such as when, where and how we work. We have several different ways to work flexibly, including part-time, flexible or compressed hours, and job sharing. Head office areas also support a blended working approach. We celebrate diversity and inclusion in the John lewis Partnership and we are committed to becoming the UK’s most inclusive business, reflecting and connecting with the diverse communities that we serve.

The candidate

Act in accordance with the Partnership’s purpose and democratic principles, constructively participating in co-ownership, and demonstrating to customers and each other that it is a better way of doing business. Share your knowledge, experiences, ideas and opinion to improve the Partnership, speaking honestly and frequently. Invest in your personal and professional development to achieve your potential, by doing more, doing better, or doing different. Continuously engage with and actively contribute to your Profession. Take responsibility for actively engaging with change. Create the conditions for all Partners to thrive, make their best contribution and achieve their potential. Appreciate what different life experiences bring to the Partnership and the value this adds to unbiased and smarter decision making. Set the tone, context and outcomes for the team with the voice of the customer at the heart. Enable the conditions for Partner opinion to be heard and acted upon. Engage and lead Partners in delivering and embedding change consistently and effectively. In this role you will share collective responsibility with other Partners in the same role for:

• Managing (People Management and Task Management) a team of 3 Service Designers
• Providing support for Partners to enable them to deliver their role outcomes
• Supporting them in their personal and professional development,
• Prioritising their activity and ensuring outcomes are delivered to agreed standards and timelines
• Being the escalation route for Partners when needed.

Identify and validate user needs, behaviour and motivations to identify and design where highest value can be realised (Internal and external – Customer, Shop Partner, Customer Services etc) Your focus will be on both front-of-stage (customer-facing) experience and back-of stage considerations encompassing logistics, operations and technical including actors, processes, comms, requirements, dependencies and restraints and establishing all business requirements (including OKRs) mapped closely to user insight. As lead practitioner, plan and facilitate efficient and collaborative Service Design-related step-by-step team activities to progress the proposition design using clearly defined objectives, rationale and measures of success