Sparks Grove
Director - Customer Experience / Service Design
London, UK

Sparks Grove is an experience design firm and a division of management consulting firm North Highland. We help businesses with their challenges, by creating experiences that matter and building things people love to use. We could be working anywhere from a huge corporate IT department to the head of marketing at a startup, doing anything from designing a new customer journey to building a new website.
Sparks Grove is well established in the US, and last year we opened our first office in the UK.
Our home in Holborn Circus is open, energetic and fast growing. Our bright, capable people bring their whole selves to work and have a passion for building our business as well as helping our clients.
We’re looking for a Customer Experience / Service Design Leader to join our team.
As the Customer Experience / Service Design Leader, you will provide direction and oversight to project teams, managing client relationships at the executive levels, and focus on developing new business. You will also be responsible for shaping, retaining and growing a team of experience design strategists and for building eminence in the market. You’ll integrate and apply innovative service design methods and approaches to optimize consumer, business and employee experiences across a broad base of clients and industries. We’ll expect you to model our values & behaviours and develop junior members of the team both on and off client projects.
This job is for you if:
You want to learn fast. You’ve got an unquenchable thirst for knowledge and the drive to go out and get it.
You like variety. You're curious, thrive off the unknown and get bored doing the same thing for too long.
You’ve got the skills. You may or may not have a “traditional” background, but you've got an eye for quality, and a deep understanding of the customer, and can articulate how to design a great experience.
You’re up for the challenge. You want to get in at the ground floor of a small, vibrant business and put your own stamp on it. Helping to shape the culture, traditions and client base, build the place where you and others want to work.
You’re a great communicator.  You can explain things in a simple, meaningful, compelling way.
You’re creative. You’re flexible and open-minded, and love coming up with new and exciting ways to solve problems.

And yes. We are fussy about who joins our team. Thanks for noticing. It’s a cliché, but our people are our biggest asset. We work hard to find the right ones.

In this exciting role, you will:
  • Lead our Experience Design practice in London including responsibility for setting strategic direction, driving business development efforts, building and growing the capabilities of the team and providing quality assurance for engagements
  • Work with other leaders and stakeholders of the firm to continuously identify spaces where Experience Design as a discipline can add value to clients, and help scope related initiatives, projects, and deliverables
  • Work with other leaders and stakeholders of the firm to grow our Experience Design capabilities and help grow client relationships
  • Be a thought leader regarding the latest business, technology trends and innovations, and contribute to ongoing thought leadership and perspective
  • Contribute to the formal development of service design practice tools, methodologies and applications and inspire innovative approaches and techniques
  • Collaborate with senior leadership on project design and proposal development
  • Formally manage others as a Career Coach/Counselor
Qualifications and Skills - Basics
  • Bachelor's Degree from an accredited college/university or equivalent experience
  • Management consulting, agency environment or a CX or Service Design role within industry with a record of being able to successfully manage large and complex projects
  • SME or content expertise in designing and delivering customer experience or service design projects
  • Ability to establish immediate credibility with senior executives and within the company with the skills to build consensus and achieve goals through influence
  • Strong core consulting skills, including: the ability to craft compelling and actionable strategies, meeting and workshop development, management and facilitation, storytelling, writing and presentation development, ideation and concept development, stakeholder interviewing and relationship development, insights development and data analysis
  • Proven expertise in some combination of the following domains: VoC, customer insight and understanding, design research, experience strategy, experience design, innovation and implementation, experience design measurement
  • Experience of building Experience Design teams, particularly in a consulting environment
  • Ability to engage and inspire a team and clients about trends, and form our point of view
  • Positive attitude, excellent communications skills and the ability to act on own initiative with a strong commitment to client service
  • Strong presentation development and storytelling skills
  • Business development experience including a personal network of potential consulting buyers
Qualifications and Skills - Bonus
  • External accreditation or recognition via recognised professional bodies
  • An established voice in the market on the topic of Experience Design
Like the sound of this? Let’s talk!

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