Service Designer

Service Design is the craft of looking holistically at a customer’s overall journeys as they interact with different products and services and design target experiences we want to create for our customers.

We are looking for a talented, forward thinking Service Designer to join our team of highly skilled and passionate service deign practitioners as we create market-leading propositions and experiences for our customers.

What you’ll be doing

• In this highly collaborative role, you’ll have a big impact on our organisation by shaping and improving how we design and deliver our services for customers. Your expertise will guide our strategic decisions, spark innovation, and ensure that we always prioritise our customer’s needs in the services we offer now and in the future.
• You will architect and partner with execution teams to enable ideal customer experiences, all while building the organization’s customer-centric culture. The ideal candidate for this position is a proven practitioner with a high capacity for follow-through, bringing together the science (data-driven, analytic skills) and art (design) of Customer Experience strategy.
• You will be responsible for baselining and diagnosing ‘as is’ customer journeys and ideating target state design grounded in customer research and analysis to deliver good customer outcomes under the virgin brand promise.
• You will identify key moments that matter along the customer journey lifecycle based on output and coordination with Customer Insight and Voice of Customer Analytics teams
• Forensically dissecting critical experiences, taking account of how people, processes, and technologies result in current customer experiences you will co-create new experience and process design with relevant cross-functional stakeholders, taking into account budgetary and other operational realities
• You will build the business case for making critical changes based on desired Service Design outcomes Journey and Insight Mapping
• Create holistic service design blueprints, including integrated journey/ process level mapping across CX, operations work- flows and technology systems.
• Stay updated with industry trends and incorporate relevant insights into the service design strategy.

We need you to have

• Experience as a Service Design practitioner, designing services that provide seamless and personalized experiences for customers within businesses of similar scale and nature
• Expertise of process mapping, service blueprinting, being proficient in use of journey mapping tooling, such as Figma, MIRO, Visio
• Extensive background in developing and implementing strategies that improve services to align with business goals and make customers happier.
• The ability to identify areas for improvement in services by aggregating and analysing customer feedback.
• Proficiency in creating and using metrics and indicators to measure service quality and make continuous improvements.
• Operational and digital strategy experience, in particular translating customer comments into strategic action while mapping customer journeys

It’s a bonus if you have but not essential

• Experience working in financial services in the UK
• Experience working on large integration and/or migration projects

Red Hot Rewards 

• Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.

• Up to five extra paid well-being days per year​.

• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.

• Market-leading pension.

• Free private medical cover, income protection and life assurance.

• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.