The first interview was a telephone one, just to get to understand your experience and give a clear understanding of the role to better understand how well your experience align with the job requirements. Second stage was face to face at office site. It started out with the interviewer trying to find out how much you know about the company. Then, relaxed questions, just getting to your your person, interests, personality etc. Then it flowed to the next stage of structured questions, competency based, expecting answers in the STAR format. Giving instances of parts of your experience that display core skills required in the role. It seemed like a lot of questions, say 10. After that was the role play, interacting with a customer (played by interviewer), to see how well you can engage with customers. It was straight forward, quite relaxed and comfortable.