Service Design Manager (Marketing, Hybrid)

Job summary

This role focuses on leading complex, omnichannel marketing journeys and collaborating with multidisciplinary teams to enhance digital consumer engagement. The Service Design Manager will play a pivotal role in delivering business value across the marketing funnel by optimizing marketing-led growth initiatives and ensuring alignment between business goals and user needs.

Responsibilities

• Plan and facilitate user research and discovery activities in collaboration with various teams to identify needs and opportunities.
• Lead the mapping of current and future user journeys and service blueprints, translating insights into visual tools for strategic direction.
• Conduct strategic framing sessions and design sprints to connect ecosystem needs with long-term user lifecycle visions.
• Create compelling narratives and visualizations to advocate for journey improvements and the impact of service design.
• Collaborate with internal and external teams to interpret needs and drive consensus on growth opportunities.
• Mentor and coach team members to ensure quality and consistency across campaigns.

Qualifications

Benefits

• Proven experience as a Service Design Manager with a track record of leading cross-functional initiatives.
• Expertise in service design, user experience, and user research.
• Proficient in mapping multi-level journeys and consolidating data into visual narratives.
• Excellent communication and people skills to influence strategic decisions.
• Strong analytical skills with the ability to identify actionable insights.
• Ability to work collaboratively in a complex, matrixed organization.
• Enhanced paid family care leave options.
• Life and disability insurance coverage for all employees.
• Resources for physical and mental wellbeing, along with community-building opportunities.
• Generous colleague discount from day one.
• Bonus scheme based on goal achievement.
• Hybrid work policy with an average of 3 days per week in the office.