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Service Design Lead

The Service Design Lead manages and leads the service design process

Service design is the complete experience design and implementation across all channels and touchpoints of a brand not only from a customer/user’s point of view but also from an organisational perspective which includes employee’s experience, operational model design and infrastructure.

Whilst there seems to be a lot of similarities between customer experience (CX) and service design (SD), there are subtle differences. For example, whilst CX looks at the customer’s experience across all touchpoints, SD looks at what goes on behind the scene to deliver those experience.

As a result, without good service design, customer experience suffers as SD encompasses CX, operational model design, planning/organising people, design thinking methodologies and infrastructure.