Service Design Manager

Job content

#TeamAldi are looking for a passionate Service Design Manager to join the Global Business Coordination Team. This team is a big deal. They have a desire to deliver the best experiences for our customers. Without them we wouldn’t be able to keep up with the ever changing retail sector and our customers wouldn’t be able to pick up their favourite ingredients or SpecialBuys, which is why it’s so much more than just a career to the team.

As a Service Design Manager, you’ll design world-class service that blends digital, physical and human interactions across multiple touch points, smartly bringing together user needs, business goals and technical realities. It’s about enhancing Aldi’s digital presence in the retail sector, so it’s important you’re always on the ball.

If you’re a forward-thinking individual and want to join a team that has more autonomy, more freedom to make decisions and more space for fresh ideas, apply to join #TeamAldi today!

Key Responsibilities:

• Prioritise and deliver outputs to time, cost and quality expectations.
• Management of team members, ensuring appropriate support is provided in motivating employees and managing their wellbeing.
• Provide technical/business coaching as required to ensure team members deliver on expectations.
• Nurture and develop talent so they can grow within their roles (and add more value to Aldi’s business in the future).
• Can envision the overall service and will coordinate with multiple teams to ensure the complete delivery of the initiative.
• Design world-class services that blend digital, physical and human interactions across multiple touch points, smartly bringing together user needs, business goals and technical realities.
• Translate customer interaction propositions/concepts into designs that illustrate simplicity despite system complexity.
• Develop the overall service design, including customer experience/customer journeys, business rules, stage design and branding guidelines in alignment with countries.
• Identify the needs of all stakeholders and operators in a service (both customers and service providers).
• Prototype and pilot new service experiences with customers.
• Develop, evaluate and agree both concept and detailed designs with stakeholders.
• Identify and develop service processes, equipment and automation requirements.
• Gather and agree service operational metrics, assumptions and business requirements for relevant areas.
• Lead on continuous improvement activity that make designs more repeatable and quicker to realise.
• Work with the Strategy Team to understand which service propositions have been prioritised.
• Work with the Technical Teams to incorporate technology solutions input to service designs.
• Work with the Success Management Team to prepare full rollout of new services across the globe.
• Accountable for overall team performance, motivation and job satisfaction.
• Design at a conceptual (macro) and detailed level for new services being introduced for customers.
• Bring customer propositions to life from a service perspective.
• Prototype/pilot new services to test their commercial and operational viability.
• Ensuring a holistic, joined up end user (customer) experience is designed and tested.

Essential Skills Required:

• Educated to degree level in a relevant subject area.
• Experience managing a business service design team.
• Previous experience managing people.
• Experience working in a business/service design role.
• Management experience in at least one of the following: business service design, customer experience design, commercial/business modelling, organisational scoping/design or business process mapping.
• Experience working in digital related projects or departments.
• Expertise motivating and developing high performing teams.
• Excellent stakeholder management skills.
• Expertise in the development of customer journeys and service blueprints.
• Workshop facilitation skills.
• Excellent presentation materials development skills.
• Experience in and comfort with working in fast paced environments.
• Working in agile team environments and being a team player.
• Exposure to digitally relevant technology areas (e.g. web content management, Mobile Apps, Customer Relationship Management, Marketing campaign planning and execution).

Benefits:

• Salary starting from £54,285, rising to £79,040.
• 5-day/50-hour week, working Monday- Friday.
• 5 weeks’ annual leave plus Bank Holidays.
• Full training provided.
• Company pension from commencement.
• Private employee medical insurance after 6 months.
• Life assurance.
• Company sick pay scheme.
• Company maternity and adoption leave.
• Company paternity pay after 2 years.
• Long service rewards.
• A variety of Aldi Perks including bike to work scheme, discounted gym passes, accommodation, travel, cinema and family day out tickets.

Visit the aldirecruitment.co.uk website to apply online or upload your CV.