Senior Service Designer

Our team’s responsibility is to transition the operating model of the Bank’s Technology & Innovation (T&I) department to operating as a Service Organization. This includes designing and implementing the journeys our customers will take and the experience they will have when engaging with us. You will be working in the Service Design team and be responsible for designing customer journeys for requesting and consuming Technology Services, using the Service Design Framework developed in your team. This means understanding our customer’s needs through research, user interviews and behavioural studies, and working with the Service Owners to design service offerings and delivery processes that meet these needs. You will regularly gather qualitative and quantitative data to gain information to apply to new services/process and to improve existing ones.

Our team services the entire Bank by improving the experience and efficiency of providing access to all the bank’s technology services. To do this effectively you need to understand how the bank works and what its key drivers are. You need to engage and collaborate with a wide variety of teams to understand how T&I can make it easier for employees to perform their work. Collaboration with the wider organisation is also essential to facilitate cross-functional efficiencies through automation and workflow optimisation.

You should be familiar with human centred design methodology, process improvement methodologies and have basic understanding of automation and integration. You must be comfortable running workshops with delivery teams and customers, taking them through the design framework and facilitate the design of optimal customer journeys and technology delivery.

Your delivery responsibilities span research, process mapping, facilitation, and data collection. You will work in a group with complementary skillsets like Process Engineers, UX designers, BA and developers.

Your role includes:

• Participate in service design activities including UX Research, customer workshops, process mapping, and participate in the Bank’s DesignOps community
• Research trends in the market and ensure we deliver solutions fit for the future
• Meet with people in the Bank to understand the business context of the work we do and design journeys that better support their activities
• Design new and optimised processes which will achieve improved service delivery and customer experience
• Work closely with engineering teams throughout the development process and support them as they build your service designs
• Lead through example to help the team build the appropriate culture and values.
• Be collaborative and support your colleagues when required.
• Be vocal about training, forums, material, and other things that can help lift the skill bar of the team.
• Share your expertise and knowledge to your team members to help create a well-rounded team.
• Challenge current state if there are better ways available.
• Follow the team’s operating model in line with the Bank’s New Ways of Working (nWOW)

Our Ideal Candidate

• 3-5 years relevant experience and track record of success in Service design
• Achieved measurable results in process improvement and increased customer satisfaction
• A passion for creating services that resonate with people
• A passion for capturing and acting on customer feedback
• A proven ability to solve problems and make balanced judgments / decisions