Senior Service Designer

This Senior Service Designer will be working along side a Principal Product Designer and with our product team to design great experiences that help our bankers serve our business customers. To do this they will need to map the various service episodes and interactions for our bankers in servicing their customers, along with the systems and internal processes.

• Drive customer obsession through best in class banker experience
• Join a dynamic team that embraces human-centred design thinking
• More than a career – we invest in our people to promote growth so that everyone can reach their full potential

In this Senior Service Designer role, you will

• Define and create best in class banker experiences for products, services and features within a project or initiative ensuring the banker-facing experience is fit for purpose.
• Design the experience using insights from qualitative and quantitative research and create artefacts such as banker journey maps and service blueprints, banker personas, task flows and experience concepts to progress concepts towards solution mode.
• Conduct research and co-design with bankers to further define solutions and validates the preferred solution with banker testing.
• Support roadmap definition and other business requirements activities to create best in class banker experience
• Influence the business around moving towards solutions that meet both banker and business outcomes. Understand key metrics and measures of success, and report on eventual outcomes.

Knowledge, Experience And Technical Competencies Required

• Mindset - A solid grasp of human-centred design (HCD) applying customer-centric and design thinking to create outstanding customer and banker experiences. Have a growth mindset striving for personal and organisational growth.
• Design Strategy - Experience developing design strategy including identifying and evaluating value proposition, brand proposition and conducting customer segment analysis.
• Journey Mapping & Service Blueprints - solid experience in stakeholder, empathy and journey mapping, ecosystem mapping, developing service blueprints and creating personas and archetypes .
• Research & Testing - plan and perform a variety of research techniques including desktop research such as landscape and competitive analysis, literature reviews, benchmarking and analytics; quantitative research such as contextual inquiry & qualitative research such as interviews and testing .
• Workshops and co-design - Ability to plan and run workshops and co-design sessions to obtain desired outcomes and key actions.
• Communication - Proven experience communicating between technical and business stakeholders, building rapport and maintaining stakeholder relationships, communicating confidently and presenting in a clear, concise and articulate manner to all stakeholders.