Lead Service Designer

Job Description

We’re the UK’s largest Digital, Retail and Commercial Bank, and leading mortgage lender. We’re currently focussing on Helping Britain Prosper by building our business sustainably and transforming the products and services we offer through a £3bn investment programme.

We’re innovating products that help transform customer journeys – making millions of people’s lives simpler and better all over the country, every single day!

The Mortgage services we design are crucial to the recovery of British economy, enabling our customers to thrive.

So we need a Designer who can work creatively with product owners, business analysts, behavioural scientists and fellow designers to take propositions from concept to reality.

This is a unique opportunity to define and enhance the journeys in which we engage and build relationships with our mortgage customers. You’ll be supporting millions by designing the best products, tools and services to meet their needs.

Together we’ll make it possible…

About the role:

Service Designers often have varied backgrounds, but what unites them is the ability to be empathetic, strategic and collaborative; to communicate visually and engage through storytelling; and to facilitate, coach and build capability in others.

We’re keen to hire someone with the right values and behaviours, as well as a talent in delivering great customer outcomes.

What are the behaviours we really want to see?:

• Highly-motivated, proactive and driven to achieve individual and collective goals; you cultivate an environment that encourages innovation and continuous improvement.

• Empathetic and engaging; you enjoy building relationships and finding opportunities to bring people together.

• You’re credible in front of senior audiences, providing healthy challenge where appropriate.

• You’re calm and resilient, proactively identifying new/potential risks and responsive to emerging priorities.

• You possess an innovative approach to problem solving, bringing others on the journey with you and encouraging their input.

• And the communication skills and prowess in communicating ideas, issues and implications effectively to senior, technical and non-technical audiences.

Specific responsibilities of the role include:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.

• Shaping and delivering programmes of research to ensure we’re led by colleague, customer and market insight when creating or enhancing our propositions and services.

• Facilitating workshops and discussions with various internal customers, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.

• Communicating with key colleagues to manage expectations and incorporate multiple perspectives in the definition of solutions.

• Leading others to make good design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.

• Taking ownership for both personal development and the development of others, helping them to succeed through coaching and mentoring.

• Collaborating closely within the multidisciplinary team of designers, product owners and engineers.

• Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a number of product, service and customer journeys.