News
News : London
Livework project featured in FT
Livework project Gjensidige referenced in FT article on customer experience governance.
Livework have been working with Norway’s largest insurance company for five years and we are very pleased to see our work with them getting recognition, most recently in the Financial Times. Their article on customer experience governance uses our case to demonstrate how quality of customer experience can be guided in service delivery.
“Governance doesn’t stop once projects launch, either. To ensure delivery of the right experience every time, some firms provide tools that guide daily operations. For example, service design firm live|work created a conversation guide for claims agents at Gjensidige, Norway’s largest non-life insurance company. Its goal is to help agents keep conversations in line with the target experience despite the wide range of customer scenarios they encounter on a daily basis.
The company knows the guides are successful because overall satisfaction with agent calls is up dramatically, and the number of dissatisfied callers is down dramatically. In the future, agent desktop systems that don’t embed this kind of guidance will fail basic audits for compliance with sound customer experience governance practices.”
Read the full Financial Times article here
A case study on Livework’s Gjensidige project can be found in our recently published book: Service Design – From Insight to Implementation available from Rosenfeld Media.
15.04.13
News : London
We're hiring: Communications & Online Editor in Rotterdam
Mid-level Communications role
We are looking for an enthusiastic and experienced communications professional to help us with all our external communication, as well as assist in marketing/promotions activities. The ideal candidate is familiar with writing for company sites as well as publishing on professional third party sites and social media. The role requires professional level English as well as a crisp and clear writing style to communicate with a diverse audience. Familiarity with content management systems such as Wordpress is required.
The main location of the role is Rotterdam, the Netherlands and involves working with Liveworkers in London and Oslo who are creating presentations, articles and other external publications.
We are offering a pivotal role in helping us grow our company by reaching out to and communicating with a very diverse business audience. This is a part-time role and should suit candidates who like the flexibility of working from home and prefer to work task based instead of 9-5. We value getting things done, building trust & relationships, eagerness to learn, teamwork, team spirit and cake.
Responsibilities
• Manage and contribute to the new Livework website
• Help develop and promote our monthly online magazine
• Coordinate authors and contributors of articles and case studies
• Direct and coordinate production of photo material, drawings and other collateral
• Proof read presentations and pitch documents
Background
• Marketing/communications/journalism background and training
• Experienced copy writer and or journalist
• Online editor and coordinator
Requirements
• 2-3 years in similar roles
• Enthusiastic and action oriented
• Excellent personal communication skills
• Ability to juggle multiple tasks
• Ability to tell a story in words and images
Nice to have
• Experience in working in creative industries
• Exposure to design and/or consulting environment
• Expert in MS Office – Excel, Word and Powerpoint in particular
• Ability to communicate in multiple language
Please email your CV and a short description on why you would suit the role to celestin@liveworkstudio.com
03.04.13
News : Oslo
We're hiring: Business Designer / Project Manager role in Oslo
Mid-level Business Designer & PM
In order to grow live|work’s business design capabilities and practice, we are looking for a creative individual with a business background and project management experience. The ideal candidate has 2-4 years work experience, has experience in/with consulting organisations and is eager to learn about Service Design and Business Design.
The location of the role is Oslo with clients in Norway and across Europe. This exciting role will involve working in multidisciplinary teams with various clients on cutting edge business and service concepts and thinking.
We are offering a career in a fast growing field which involves creativity, design, analysis and consulting. Given that this is an emerging field we will invest in training and coaching to enhance your skills and develop new ones that will have impact on both live|work and our clients.
We value relationships, trust, eagerness to learn, ability to (co)create, teamwork, team spirit and cake.
Responsibilities
• Help understand the core problems/challenges from a business perspective
• Work with business stakeholders and staff to develop a customer and employee centric solutions
• Work with (service) designers to balance customer needs and wants with business requirements and capabilities
• Highlight and facilitate resolution of key business bottlenecks and conflicts
• Lead and facilitate interviews and workshops with business stakeholders
• Project manage projects internally and with clients
• Map “as is” and “to be” situation
Background
• Performed in the role of internal, or external consultant
• Worked on a number of projects in different industries
• Business analysis, market analysis, concept development, or business innovation
Requirements
• 3-4 years proven consulting experience
• Experience in working in at least 2 industries
• Experience/background in project management
• Excellent presentation and communication skills, both written and verbal
• Workshop facilitation experience
• Fluent in Norwegian and English (written and spoken)
• Creative and strategic thinker
• Able to make sense out of nonsense
• Experience in working with designers, or other creative people and environments
• Comfortable in a customer facing role
Nice to have
• Work experience in Norway and abroad
• Experience in pitching and presentations
• Enthusiastic and empathic story teller
• Exposure to change management
Please email your CV and a short description on why you would suit the role to celestin@liveworkstudio.com
02.04.13
Mid-level Communications role
Mid-level Business Designer & PM
Senior Service Designer role
News archive:
Live|work Director, Ben Reason is participating in the opening Keynote today at this years IA Summit entitled Experience Across Channels: A Conversation.
Live|work’s Director, Ben Reason will be participating in the opening talk at this year’s IA Summit on the 23rd-25th March in New Orleans.
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