Service Designer

Description:

RedCat Digital is seeking a talented and experienced Service Designer – Customer Journey Mapping to join their dynamic and fast-paced digital experience team. In this role, you will be responsible for designing, optimising, and enhancing digital customer journeys for millions of small businesses and self-employed individuals. The position focuses on improving customer conversion, satisfaction, and long-term success by delivering seamless, personalised, and data-driven experiences.

The successful candidate will take full ownership of the end-to-end digital journey, including onboarding, purchase, adoption, and customer support phases. You will define journey visions, set KPIs, and align performance goals with both customer needs and business objectives. Acting as the voice of the customer, you will leverage data insights and research to champion user-centred design principles across multiple channels such as web, mobile, and service platforms.

Your role will involve close collaboration with cross-functional teams, including product, design, engineering, and marketing, to translate strategies into actionable roadmaps. Additionally, you will lead test-and-learn initiatives (A/B and multivariate testing) to continuously improve journey performance and drive personalisation and segmentation strategies for enhanced customer relevance.

Key Responsibilities:

• Own and enhance the digital customer journey, including onboarding, purchase, adoption, and support.

• Define journey visions, KPIs, and performance objectives aligned with business and customer goals.

• Act as the voice of the customer by utilising analytics and user research.

• Translate strategic vision into actionable roadmaps in collaboration with cross-functional teams.

• Drive personalisation and segmentation to improve relevance and engagement.

• Conduct A/B and multivariate testing to refine journey performance.

• Ensure consistent experience across web, mobile, and service channels.

• Present performance reports and key insights to senior stakeholders.

Required Qualifications:

• Proven experience in service design, digital product, or journey management.

• Strong knowledge of digital analytics, customer experience methodologies, and research practices.

• Hands-on experience with journey mapping tools, A/B testing platforms, and personalisation technologies.

• Ability to manage projects in an Agile environment.

• Excellent communication and stakeholder management skills.

Preferred Qualifications:

• Background in financial services, SaaS, or e-commerce customer journeys.

• Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).

• In-depth understanding of SMB customer behaviours and digital requirements.

• Demonstrated success in improving conversion, retention, or customer satisfaction metrics.

What We Offer:

• Opportunity to shape the digital journeys of millions of small businesses worldwide.

• Collaborative and innovative work culture with a diverse and talented team.

• Flexible hybrid working model (3 days onsite, 2 days remote).

• Competitive contract rate with a 12-month engagement.