Overview
We are seeking an experienced Service Designer to join a dynamic telecoms team focused on enhancing service quality and customer experience. The successful candidate will collaborate with both business and technical stakeholders to identify needs, map processes, and design solutions that enhance service delivery. This role requires a deep understanding of telecom and Unified Communications, along with strong engagement skills to navigate complex business environments.
Responsibilities
- Work closely with business stakeholders to understand their needs, challenges, and objectives.
- Capture and document end-to-end business and service processes.
- Identify opportunities for improvement and develop practical service design solutions.
- Present different solution options, clearly outlining the benefits, drawbacks, risks, and considerations of each.
- Collaborate across business, technology, and operational teams.
- Translate stakeholder requirements into clear service designs and processes.
- Support the implementation and evolution of services within a telecoms environment.
- Contribute to the design and implementation of emerging AI-enabled service enhancements where appropriate.
Requirements
- Proven experience working as a Service Designer or in a similar service/process design role.
- Strong stakeholder management skills, engaging confidently with business stakeholders at different levels.
- Previous experience working within a Telecommunications / Telco environment.
- Good knowledge of Unified Communications, ideally with experience of the RingCentral suite of products.
- Strong experience in capturing and documenting end-to-end processes.
- Excellent problem-solving and analytical skills.
- Ability to develop and present multiple solutions, clearly explaining pros, cons, risks, and implications of each option.
- Desirable: Understanding of AI feature enhancements and their incorporation into Service Design.