Lead Service Designer

Job Summary

We are seeking a talented and driven Service Designer to join our Corporate Banking Customer Experience (CX) team. The ideal candidate will have a strong understanding of corporate banking, particularly around platforms, entailing message centre, notifications, information architecture, and experience working on client-facing projects within financial institutions or fintechs.As a collaborative team player, you will work closely with distributed international teams to create innovative solutions and enhance user experiences. Additionally, you will support ideation sessions and innovation workshops to drive creative thinking and problem-solving. If you’re passionate about solving complex problems to deliver exceptional digital experiences in the financial sector, we’d love to hear from you.

This is a Direct contract for 6 months.

Key Responsibilities

Strategy*

• Work with internal teams to obtain an in-depth understanding of our product suite and business priorities
• Go deep in researching and understanding our services, products and users in close collaboration with our client research and insights team
• Produce high quality service blueprints
• Identify user centric opportunities in our internal and external service offering
• Run innovation workshops to solve our biggest challenges
• Present to senior leaders and be able to communicate clearly about the process and reasoning that went into the design
• Work closely with product, engineering, data, and business teams to ensure that service design solutions are scalable, technically feasible, and aligned with business goals
• Pro-actively engage stakeholders and collaboration partners to understand the products and business context, and to help them get onboard with your design solution proposals
• Pro-actively engage our team and our stakeholders to stay on top of your work and keep your momentum going

Business*

•  Our team services the entire Corporate and Institutional Banking domain. This includes corporate banking and trading platforms, API developer platforms, and internal employee productivity tools and services.  Your focus will be on Onboarding services. This means services to onboard customers into our platforms, products, and services.

Processes*

• You need to be familiar with the concepts of design language systems, component libraries, UX and UI best practices, and CX fundamentals. You must be able to structure your time and be capable of taking the initiative. You have exceptional English written and verbal communication skills, as well as a strong sense of empathy for our audience who utilize our products to drive their businesses. You’re also a meticulous note taker with keen attention to detail.
• You’re a team player and coordinate with others to get things done. You’re open to sharing and giving feedback, and are quick to help where needed. You’re also familiar and comfortable working within constraints, and ready to learn about and practice what’s required when working in a regulated environment.

People & Talent*

• Maintain and evolve your capabilities.
• Quickly learn and adapt to new situations.
• Have a desire to learn and grow.

Risk Management*

• Our team is responsible for delivering quality product and service design, meant to enable colleagues and clients to perform their work efficiently and effectively. In doing so, we must be careful with data management and play our part in ensuring we protect it and that our designs take this into consideration. Risk management is interwoven in our design activities and you will need to ensure that risk is always a consideration throughout your design process all the way to delivery.

Governance*

• Our team contributes the Design Community of Practice and the Bank’s central design system, we inform design governance decisions in the Bank. As part of our responsibility, we must oversee and contribute to areas such as career progression, mentorship, tooling, support, and more. It will be your responsibility to support and participate in these activities when and if the opportunities arise. Our focus is on advocating for design and engineering best practices and excellence.

Regulatory & Business Conduct*

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders*

• Product Owners
• Technology Owners
• CX Design team
• ED Service Design
• Wider Bank design community

Our Ideal Candidate

• Experience in driving projects from initiation to delivery, defining the business value gained with the program and utilising this with stakeholders for buy-in.
• 5 plus  years of experience in service design design
• Experience working at financial institutions, including fintechs, would be desirable
• Education equivalent to a BS in library/information science, human/computer interaction, web development, computer science, graphic arts/digital design, psychology, business, or other equivalent discipline.
• You have an understanding of human centred design methodologies and usability testing
• Working knowledge of enterprise project methodology, and capable of working with IT to manage business and technical requirements for documentation
• You also understand global diversity and the ability to advise on solutions that suit all.
• You have the ability and desire to keep challenging yourself and others with entrepreneurial attitude and passion for observing human behaviour, identifying team biases and surfacing these with grit.
• You work smart, are flexible and skilled in establishing practical processes.
• Familiarity with Information architecture and interaction design
• Experience in Agile and/or LEAN projects
• Good stakeholder management and influencing skills
• Strong communication skills
• Expert level capability in Figma
• Strong working knowledge of Microsoft Office
• You love to take ownership, see your projects through to launch and keep an eye on them afterwards, always on the lookout for improvement.
• Contract Duration is for 6 Months.