Experience Designer (UX) – Contact Centre Products

Job title:

Experience Designer (UX) – Contact Centre Products

Company

Sainsbury’s

Job description

Job Description:This role can be based hybrid/remote from either our London or Coventry offices.At Sainsbury’s we believe that the customer should be at the heart of everything we do. Our vision is to create the easiest, most enjoyable experiences that better serve our customers’ ever-changing needs. We work across a range of services, products, touchpoints and tools to deliver distinctive, integrated, and consistent experiences for our customers and colleagues across Sainsbury’s Group (which includes Sainsbury’s Food, Argos, Bank, Nectar, Tu and Habitat).The roleThis role sits in the Loyalty B2C area of the team working on Contact Centre experiences and self-serve help. This is a hands-on role, ideal for someone who’s an experienced designer ideally with experience working on end-to-end projects in internal or colleague teams.As the only XD on the Customer Contact experience, you would be involved with initiatives such as Live Chat, Customer Contact colleague systems and an influencing an ambitious backlog for the Sainsbury’s Group.You would also identify opportunities to enhance customer self-serve options help and support for customer.The team design end to end digital experiences for apps, websites, tools and services; working with other teams including design, marketing, brand, product, engineering and Nectar360 to deliver a exciting, engaging and consistent customer & loyalty experience across our ecosystem.As an Experience Designer, the successful applicant would work with their Nectar Experience Design and Product team and would be completing hands on design work, carrying out basic user research and usability testing, establishing strong working relationships with their colleagues and stakeholders cross functionally and influencing to achieve customer led outcomes. They must also be confident working in an agile environment with product and engineering teams.The ideal candidate will have ideally spent time in a mid-weight design role, be used to solving complex problems and will have strong people management and influencing skills.Summary:

• Customer centered with focus on help, problem resolution and colleague systems
• UX mindset, dig into the processes, research, customer/users closeness
• System and service design skills needed to able to navigate complex and connected problem spaces
• Stakeholder management and ability to influence roadmaps and key decisions with customer led approach
• Facilitate cross functional sessions
• Full e2e role- hands on with discovery, ideations and supporting tech delivery
• Ownership/accountability as well collaborative
• Influence ways of working and advocate for customer first approach

What we’re looking for:

• Experience of communicating with different teams and skill backgrounds
• Deal with teams who ask for the wrong things and say No in the right way… “No but”
• Prioritising workload and owning design process and deadlines

Skills we’re looking for:

• Time management –
• Multiple projects, stakeholders and customers at a single team
• Articulate decisions and the rationale
• Confidence in speaking and presenting to mixed groups
• Advocate for design and value of design(?)
• Adapting / good toolbox of methodologies
• Tailoring your approach for different audiences (Control the room eg workshop facilitation
• Adaptable to changing priorities, complexity, and unknowns
• Confidence challenging your peers and stakeholders
• Taking the initiative and driving change
• Adaptable to changing priorities, complexity, and unknowns
• Confidence challenging your peers and stakeholders
• Taking the initiative and driving change

#LI-DB1Responsibilities:We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. Think about the scale it takes for us to feed the nation. The level of data, transactions and variety it involves. Then you’ll realise that ours is a modern software engineering environment because it has to be. We’ve made serious investment into a Tech Academy and into setting standards and principles. We iterate, learn, experiment and push ways of working such as Agile, Scrum and XP. So you can look forward to awesome opportunities in everything from AI to reusable tech.Qualifications:We are committed to being a truly inclusive retailer, so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new – whether that’s as part of an evolving team or somewhere else across the business – and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:Starting off with colleague discount, you’ll be able to get 10% off at Sainsbury’s, Argos, TU and Habitat after 4 weeks. This increases to 15% off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day. We’ve also got you covered for your future with our pensions scheme and life cover. You’ll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.Your wellbeing is important to us too. You’ll receive an annual holiday allowance, and you can buy additional holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, pay advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).

Expected salary

Location

London

Job date

Sun, 25 Aug 2024 00:13:24 GMT

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