Service Designer

RESPONSIBILITIES

Lead the design of services that deliver engaging experiences across all touchpoints

• Practice insight led design using user needs and business objectives to drive the development of new and existing services.
• Create service concepts illustrating optionality and different approaches that can be taken to deliver a service.
• Blueprint services that deliver seamless and engaging experiences across channels and touchpoints

Optimise the user experience of digital products 

• Design intuitive and engaging digital products, simplifying complex scenarios and processes.
• Maintain focus on information architecture and user experience to ensure products meet user needs, are highly usable and accessible.

Understand user needs, business objectives, and channel performance

• Analyse user needs and business objectives in complex service areas.
• Use primary and secondary research to deepen Close Brothers understanding of their target audience.

Advocate for design

• Provide coaching to business stakeholders and practitioners from other Centres of Excellence on Design Thinking and Service Design.

Risk and compliance

Work in partnership with Risk, Legal and Compliance to deliver the best user experience whilst still meeting regulatory and legal requirements.

WE WOULD LOVE TO HEAR FROM YOU IF HAVE/ARE:

• Demonstratable experience leading the design of new and optimisation to existing digital services, both individually and as part of a team.
• Experience forming strategies and roadmaps for digital services.
• Experience documenting existing and defining future service blueprints and experience maps.
• Experience conducting user and channel research, and synthesising and communicating insight to stakeholders.
• Experience practicing UX techniques including concepting, wireframes, and creating design specifications.
• High proficiency in analysing data and insight to drive targeted measurable improvements to digital services and channels.
• Experience applying user centred design methods and design frameworks (such as Google Sprint, Design Thinking, and WCAG) to design for complex problems.
• Skilled in use of design and prototyping software and remote testing tools such as Figma and Miro.
• Experience designing across multiple technology platforms and in defining channel capabilities.
• Experience working with different delivery frameworks, such as; Agile, Lean and Kanban.
• First-hand experience working with development teams and 3rd party development partners, managing the handover of designs into development and quality assurance process.
• Confident communication and stakeholder skills with experience facilitating workshops and presenting to business stakeholders.
• Experience providing mentoring and oversight to design practitioners, external contractors and 3rd parties.
• Experience managing design projects, including forming and managing project milestones, risk tracking and mitigation and managing project expectations.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/ARE:

• Experience in Financial Services sector.
• Basic understanding of digital marketing practices and techniques.