Service Design Lead

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

What the role is all about… 

Three Business are looking for a Service Design Lead to join our Business Operations team. 

In this exciting role you will help design and deliver a marketing leading multi-segment Service strategy. You will partner with colleagues in the Service teams and other peripheral operations teams to stand up the operational model, and then continuously enhance on an ongoing basis as we grow, scale-up and bring new products and services to the business market. 

You will lead and support/govern on all initiatives that impact Business Service; leveraging your functional expertise to ensure we deliver service excellence and put customer experience at the heart of our decision making. 

Fundamentally, you will act as the voice of the customer in our organisation. 

This role can be based at our Reading or Glasgow office. 

What you’ll be doing… 

• Leading, delivering and/or governing all aspects of the Business Service strategy: including stakeholder engagement, planning, development and delivery for channel-led activity. 
• Delivering, managing and/or governing on wider transformational/change initiatives to ensure that they land successfully within Business Service. 
• Visualising Business Services holistically across all touchpoints, constantly considering the wider impact of the service design proposal, positively influencing the service experience with a visionary approach. 
• Establishes strong stakeholder relationships with the wider team and stakeholders across the business to develop changes that improve performance and customer experience through improved processes, systems, and procedures. 
• Monitors ongoing performance and operational health, ensuring that gaps or incidents are resolved in a timely manner and underlying issues are prioritized and addressed as necessary.
• Acts on insights and data to identify and curate opportunities to enhance the effectiveness of Business Service experience for both our customers and colleagues.
• Prepares and delivers updates on plans and performance to various levels of business and Three senior management, ensuring all stakeholders are engaged to an appropriate degree. 

What you'll ideally bring... 

• Experience with enterprise-level business process re-engineering and transformation, B2B go-to-market, change management, and broad knowledge of service and interaction design. 
• Initiation and in-life management of customer-focused sales and service enablement practices in a B2B environment, including retail and contact centre, ideally in Telco. 
• Proven commercial acumen and excellent communication and presentation skills, with a talent for building positive relationships across the business. 
• Experience and accreditation of core project management tools and methodologies. 

What you'll receive in return… 

• A competitive salary, a car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary 
• Hybrid working between your home (2-3 days a week) and our Reading HQ office in Green Park or our Glasgow office (2-3 days a week) 
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service 
• Private Medical Insurance, Life Assurance and Income Protection 
• Free mobile phone package & unlimited sim-card 
• On-site car parking - including electric! (Reading only) 
• .... Plus lots more including wellbeing and learning & development benefits! 

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Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.