2. Responsibilities in this career area (“what”)
Research & Insights
- Conduct user interviews and customer surveys.
- Build customer personas and journey maps.
- Analyze touchpoints for potential improvement.
- Evaluate customer pain points to prioritize issues.
- Conduct ethnographic studies for deeper insights.
- Monitor social media and other channels for customer feedback.
- Implement analytics tools to capture user behavior.
- Organize focus groups to gather qualitative data.
- Conduct competitor analysis for benchmarking.
- Review industry trends to anticipate customer needs
Design & Planning
- Design service blueprints and experience flows.
- Prototype new service components or touchpoints.
- Collaborate with stakeholders to align service design with brand ethos.
- Test prototypes with real users for validation.
- Use design thinking methodologies for problem-solving.
- Facilitate co-creation workshops with users and stakeholders.
- Develop cost estimates and timelines for implementation.
- Align design solutions with business objectives.
- Secure approvals and buy-ins from decision-makers.
- Establish KPIs to measure the impact of design changes.
Implementation & Evaluation
- Work with front-end and back-end teams to execute the designed service.
- Measure success metrics like Net Promoter Score (NPS) or Customer Satisfaction (CSAT).
- Iterate and improve the service based on metrics and feedback.
- Oversee the rollout of new service features or improvements.
- Work with quality assurance teams to test implemented services.
- Report on service performance to stakeholders.
- Review customer feedback for post-launch adjustments.
- Coordinate with marketing for launch and promotional activities.
- Train staff or customer service teams on new service features or protocols.
- Conduct post-implementation reviews to capture lessons learned.