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See allLead Service Definition:
- Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front-stage digital interactions and back-stage operational processes.
- Strategic customer experience: Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximising digital adoption.
Architect Cross-Channel Flows:
- Design unified experiences across digital and non-digital channels, defining the strategy for effective self-serve and clear, supportive human escalation pathways.
- Ensure Operational Feasibility: Embed with operational teams to navigate process constraints and technical debt.
Drive Strategic Alignment:
- Partner with Product Owners, Engineers and Operations Managers to align roadmaps and decision-making with the holistic service vision.
- Influence Leadership: Translate research and design strategies into actionable insights, effectively guiding decision-making with senior stakeholders.
Utility Warehouse
UW aims to take the headache out of utilities by providing them all in one place, offering one bill for energy, broadband, mobile, and insurance. They are aiming to double in size and put people first by saving them time and money.