What we’re looking for: Are you a purpose driven individual with a real passion for putting the needs of resident first and aligns with Peabody’s design social impact?​ Do you have extensive experience in a service design, human-centred design and/or product design role or similar? Do you have an understanding of design process including user research, customer journey mapping, testing, prototyping and piloting service/product improvements or innovations? Do you possess excellent project and cross-functional management skills? If so, this role is perfect for you! Here at Peabody, we have an opportunity for a Service Design & Innovation Manager on a Permanent basis at our Westminster Bridge Road office. A bit about the role: Reporting to the Head of Resident Experience & Service Design, your role will be to design our customer experience and support programmes across the business, working with a variety of different functions. You will also seek out innovation to develop and implement improvements to our service delivery which will improve residents’ satisfaction. You will design, lead and deliver service processes using co-creation and human-centred approaches and deliver new ways of working which are residents-led, agile and more efficient. Some of the key results for the role include: Responsible for bringing Peabody customer experience strategy to life and participate in the delivery of other programmes across the business. Responsible for piloting and introducing innovation to improve service delivery, residents satisfaction and greater efficiency across the organisation through lean processes design from the outside-in. Lead on service design, use co-creation and champion innovation. Define and implement service design and co-creation processes and develop a pilot/prototype approach. Design, develop and implement service standards. Ensure compliance with regulation such as the consumer standards. This role will require a Basic DBS check and a minimum of 2 days working in the Westminster Bridge Road office as well as other locations where required. A bit about us: 160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK. The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers. Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach. We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient. We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing. Here just a few of the benefits for working at Peabody: Flexible and hybrid working (depending on the role) Up to 30 days’ annual holiday plus bank holidays Competitive salaries that are benchmarked regularly against current market rates Two additional paid volunteering days each year Flexible benefits scheme, including family friendly benefits and access to a discount portal 4 x salary life assurance Up to 10% pension contribution Are you ready to apply? PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer. To be considered for the position of Service Design & Innovation Manager, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. If you need to ask us anything else at all, feel free to drop an email to [email protected] and one of our team will be in touch. Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received. Please note interviews will take place in person week commencing 22nd of May 2024