Senior Service Designer

In this role, you will work within a multidisciplined service design team to create customer centric solutions for our retail banking products and services. You will be the custodian of the customer journey and service blueprints, enabling product teams to understand the complex relationship between customer pain points, internal business practices and the underlying systems and services. You will help set the strategic vision of the products by bringing your future visioning prowess to the table.

What you’ll do:

• Conduct formative, generative, and evaluative research activities to identify insights from customers, employees and stakeholders using qualitative and quantitative methods, such as unmoderated and moderated techniques, interviews, surveys and assist with research recruitment.
• Design customer centric service and product solutions within a complex ecosystem, enterprise applications and create/evolve design standards.
• Collaborate cross-functionally with Business Analysts, Engineers, Product Managers, Researchers and Designers to solve problems, and prioritise design activities and research.
• Advocate for the customer through research findings to diverse audiences through written reports and presentations.
• Contribute and/or lead service design activities, challenge established thinking, and develop new approaches to complex design problems.
• Design and facilitate workshops for ideation and iteration, for small and large groups, remotely and in person

What we’re looking for:

• A minimum of 5 years’ experience in design and recent experience as a Senior Designer
• An excellent portfolio showcasing in-depth knowledge and experience of Interaction Design and Service Design across varied users, business problems, and devices.
• Bachelor’s degree in Graphic Design, Industrial Design, Human Computer-Interaction or equivalent practical experience.
• End to end experience of managing design activities across the user-centred design process including strong design research skills, iterative design and prototyping and facilitation of usability testing.
• Ability to produce high quality artefacts such as personas, journey maps, task models, wireframes and interactive prototypes
• Highly skilled in design tools such as Sketch, Adobe Creative Suite, Mural.
• Comfortable working in an Agile environment and resilience in the face of shifting priorities.
• Boundless curiosity about how people use technology and how to create great experiences
• Excellent communication and presentation skills; both written and verbal.
• Ability to play nicely as part of a multi-disciplinary team, inspired by group critique.

Desired skills & experience:

• Knowledge and experience working with brand and design systems.
• Familiarity with or willingness to learn Business Model Canvas, Value Proposition Canvas, Jobs to be done methodologies.
• Experience working within financial services.