Senior Service Designer

Description

We’re looking to recruit two hands-on Senior Service Designers to play a leading role in shaping how we understand, visualise and enhance our end-to-end customer journeys. You’ll be instrumental in turning complex experiences into clear, actionable improvements that drive real value for our customers.

You’ll apply a wide range of design tools and techniques using industry-standard software, adapting your approach to suit each project’s context. You’ll bring flexibility, structure and creativity to ensure delivery of impactful, customer-centred outcomes.

While Nationwide is already known for providing excellent service to its customers, we don’t just want to be best ‘some of the time’. We want to be consistently and undisputedly number one for customer experience in financial services.

It’s a bold aim and to reach it, we’re building a team of people passionate about driving a customer-centric mindset across Nationwide, focused on customer need agnostic of product or channel. People who will relentlessly represent the customer, proving that good experience leads to better outcomes, deepening of relationships, brand loyalty, long-term value and commerciality.

It’s an exciting time to join us as we build a new team – we are looking for someone who has the drive, ambition and passion to make the most meaningful impact on our customers.

This role is within the Customer Brand & Engagement Function, which is responsible for building and maintaining Nationwide’s brand and reputation, both for customers and colleagues.

The Customer Experience Team identifies opportunities to improve customer experience, bringing business areas together to look at a customer journey, alongside process. We own the Nationwide Customer Journey List, the CX Standards for design and change and support the business in finding the best solutions to meet both business and customer needs.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our Swindon or London office. If based in London, you’ll need to travel to Swindon twice per month for collaboration with your team. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

• Take day-to-day responsibility for design activities including hands on creation of deliverables through all stages of the project, from research and ideation to prototyping, interaction design and journey mapping. Activities you will be responsible for include:
  • Gaining a holistic understanding of the problem from both business and customer perspectives, challenge assumptions and drive towards designing the right thing the right way
  • Bringing ideas to life through sketching, storyboards and high and low fidelity designs
  • Leading and facilitating engaging in-person and digital workshops, building as-is and future state maps alongside stakeholders.
• Lead the creation of end-to-end journey mapping, service blueprints and supporting research – helping uncover unmet needs and pain points and turning them to actionable opportunities for change.
• Build strong relationships across the Society aligning product, service and operational teams around a shared view of the customer journey.
• Apply a range of design research methods such as customer interviews, persona creations, and observations research to build empathy, uncover insights, and inform co-created solutions.

About you

As a minimum, you’ll have/be:

• A true hands-on Service Designer, with proven experience with industry standard design methods and tools, with a track record of shaping experiences across multi-platforms and channels.
• Proven track record of delivering within a fast-paced customer-focused environment, with a strong ability to turn service design theory into practical solutions that deliver real outcomes.
• Strong visual design skills – especially using Miro (or similar tools like Adobe Illustrator, Figma, MS Whiteboard) to bring journey flows, blueprints and prototypes to life for engagement and playback.
• Confident in translation of customer needs, pain points and opportunities into meaningful, impactful content that enables clear decision-making and stakeholder buy-in.
• Comfortable working in cross-functional, multi-disciplinary teams – with strong influencing and communications skills to align different perspectives around customer-centred change.
• Excellent planning and organisational skills, with the ability to prioritise effectively and manage multiple completing deliverables at pace.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel – We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight – We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better – We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done – We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes