Senior Service Designer

Are you passionate about creating seamless, world-class customer experiences? We’re looking for a senior service designer to champion our brand and ensure every customer interaction is impactful and aligned with our strategy. You’ll work across teams to refine communications, enhance processes, and improve satisfaction at every touchpoint.

What you’ll do:

• Ensure brand-aligned, engaging customer communications across all platforms (call center, email, WhatsApp, social media, webchat, etc.).
• Review and refine messaging to deliver a consistent and exceptional customer experience.
• Analyze customer feedback (CSAT, NPS) and drive data-driven improvements.
• Collaborate with teams to enhance digital tools, CRM systems, and overall CX.
• Train and support customer-facing teams to maintain excellence in service.
• Conduct quality audits to ensure consistency and accuracy across all touchpoints.
• Stay ahead of trends and best practices to continuously innovate customer engagement.

What you bring:

• Relevant degree or diploma in a related field.
• Fourplus years of experience in customer experience, communication, or brand engagement.
• Strong problem-solving skills, attention to detail, and a passion for customer satisfaction.
• Ability to analyze data, influence teams, and implement CX improvements.
• Excellent communication and collaboration skills to drive brand consistency.

Skils:

• Ensuring brand aligned customer communications across all platforms (including call centre, email, whatsapp, social media, webchat etc…)
• Reviewing all customer communications across all channels to ensure a consistent (wow!) brand narrative
• Working with the creative team to ensure consistent messaging that is both clear and impactful across all scenarios.
• Collaborating with IT and Umax to ensure the system architecture meets customer needs and that CRM systems and digital tools support CX excellence
• Working closely with cross functional teams to align customer experience with business initiatives and goals
• Partnering with the omni channel to ensure the consistent delivery of ‘wow’ customer experience across all platforms
• Thinking proactively about all aspects our customers' needs and wants
• Training, coaching and supporting customer facing teams to a standard of excellence
• Owning, analysing and interpreting NPS and CSAT data and leveraging data to drive positive action where necessary within the business
• Prioritising brand sentiment drivers to improve sentiment and NPS
• Ensuring that customer feedback loops are in place and that insights from these are reported and actioned where necessary
• Conducting rigorous quality audits across all customer facing platforms, including the website and app, to ensure consistency and accuracy of the customer journey
• Ensuring accessibility and clarity of FAQs, maintaining consistent language translations across all channels
• Implementing mechanisms to gather ongoing feedback from customer-facing staff and partners to effectively improve on customer experience ongoing
• Engaging with relevant stakeholders to optimise partner services and enhance the overall customer experience
• Collaborating with and influencing the Distribution (Sales), Customer and Rewards teams to deliver exceptional customer experiences
• Driving (and in some cases) writing communications across channels
• Conducting and interpreting research, trends and industry best practice around customer experience at an industry level

At The Unlimited, we take wellness seriously and empower our people to be their best. You’ll gain exposure across the business, be supported in your growth, and have the opportunity to make a real impact.

Posted on 09 May 17:08, Closing date 8 Jul