Job Introduction

We have a fantastic new Service Design Lead – Omni-channel role in our Digital Experience Team. Working alongside the DX Team and with multiple stakeholders, you will be responsible for devising, designing and optimising seamless online and offline customer journeys. Card Factory is on a truly transformational journey and this role is key to achieving the goals of the business, you’ll be implementing Service design from conception to deployment across various channels.

This position is based at Junction 41 in Wakefield, with free parking. We operate a hybrid working model combining working from home with some days in the office, we just ask for flexibility.  

Role Responsibility

• Lead all elements of the Service design methodology (Discover, design, develop, deliver) to support the business in adopting an Omni channel approach to Go to market.
• Facilitate the business in designing end to end user journeys for our owned journeys
• Customer journey mapping online and offline
• Lead CX design workshops with external customer & internal customers - including up to Director
• Define and hold to account the sales, service and digital functions for the execution of their elements of the journey based on clearly defined criteria
• Define success criteria and metrics for all elements of the target customer journeys
• Bring to life the target customer experience, in a digestible manner for peers and exec management alike - presenting this for sign-off at relevant forums (Stakeholder Show and Tells)
• Implementing service design methodology and user-centred thinking from scratch into various workflows and various projects.

The Ideal Candidate

• Strong Service Design methodology experience across all areas of UX/CX including research
• Hands on experience of running/delivering service design projects in a matrix environment
• Strong communication skills to work across multiple internal markets & stakeholders and a wide range of stakeholders across channels, physical and digital
• Ability to build winning relationships with both internal & external stakeholders
• Have a proactive & entrepreneurial mindset to identify & deliver the right opportunities for Company growth - Embody collaboration, integrity & trust
• Have solid matrix management skills to motivate a wide-ranging audience & clearly manage execution
• Create and evolve a Card Factory Design System

#L1-TC1

About the Company

Card Factory is the UK’s leading specialist retailer of greetings cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial wellbeing.

Benefits

• 15% Card Factory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support       
  • Financial Education Tools
  • Salary Advance
• Seasonal incentive schemes
• Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
• Discounted gym membership, mobile phone contracts, and car leasing
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
• Enhanced Maternity, Paternity, and Adoption leave

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.

Sportswift Ltd T/A cardfactory