Customer Journey Designer

Handelsbanken is a local relationship bank with a decentralised way of working, a strong local presence due to an extensive nationwide network and a long-term approach to customer relationships. Throughout the organisation, individuals enjoy wide-ranging responsibility, and the scope to pursue a unique career, within a culture of openness, equality and professionalism.

A recognised leader in responsible banking, Handelsbanken is dedicated to driving positive impacts for society through increasing focus on sustainability and customer experience.

This is an exciting opportunity to join a growing Customer Experience team, which is central to influencing change across the bank. We are changing the ways the bank works through the embedding of customer journeys, how the bank uses customer data and insight to make decisions and how we design products and services. Our leadership team is engaged and embracing change, therefore in this role you will be able to make a difference from day one.

The Customer Experience team has responsibility for customer insight, complaints, vulnerable customers and customer lifecycle management. We are looking for customer-centric individuals who want to be part of a team who will build out the customer journeys framework for Handelsbanken.

A customer journey designer will be able to lead cross-functional teams, and use traditional design thinking / service design techniques to map current and future states of all customer experiences, and capture these using customer journey maps, design blueprints and action plans. You will build a cross-functional customer journey squad, and coordinate this squad to implement improvements (both quick-wins and strategic solutions) that minimise and ideally remove customer or colleague pain-points to ultimately enhance the customer experience. We have a focus on inclusive and sustainable service design, and will work closely with other areas within the Customer Experience team to ensure this is incorporated into all journeys. Experience in using service design / design thinking techniques is preferred, but not essential. What really matters, is being completely customer obsessed- putting the customer at the forefront of what we do.

Customer journeys will become a key element of meeting our Consumer Duty 2023 requirements, therefore we need to design a strategy to scale the customer journeys capability for the bank, and build templates, guidance and training for product and journey owners.

You will have the opportunity to work on high profile projects and engage with a wide range of senior stakeholders as you design and bring to life great customer experiences that make a difference to both our customers and the bank.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Become a subject matter expert that partners with the Product Owners and newly appointed Journey Owners to build out the vision for the customer journey and bring all members of the cross functional Journey Squads together and along on the journey of continuous improvement.
• Plan and facilitate workshops, coordinating a cross-functional team, gathering / analysing relevant insight and completing competitor analysis, to map both the customer and colleague experiences for the ‘as-is’ state
• Use ‘blue sky-thining’ techniques to build a ‘to-be’ future state with your customer journey squad
• Visualise customer experience by creating customer journey/experience maps, service blueprints, storyboards, interaction models, flows and wireframes which incorporates both vulnerable customers’ needs and sustainability.
• Conduct customer testing sessions for rapid and iterative testing of potential customer solutions.
• Design a strategy to scale the customer journeys capability for the bank.
• Build out templates, guidance and training to ensure a consistent approach to customer journeys
• Coach, influence and mentor team members and other stakeholders in group and across markets to ensure there is alignment and a shared passion and understanding to continuously improve end to end journeys and services.

SKILLS, EXPERIENCE AND QUALIFICATIONS:

The role holder should have a deep knowledge of the business area and possess relevant experience in banking or design thinking / Service Design, or have a consulting background. They should be goal orientated, proactive, someone who can respectfully challenge and influence change through excellent communication skills, both verbal and written.

In addition the individual is

• Passionate about design thinking methodology, frameworks and tools and they can be used to explore end to end customer journeys (experience using these methodologies is preferred)
• Proficient in managing and tracking Action Plans that can be measured for success
• Experienced in using customer data and insights to create compelling business cases and presentations
• Clear and engaging communication skills particularly to present to senior audiences to succinctly articulate complex topics and facilitate workshops
• Natural at actively building effective working relationships across all levels of the organisations across and globally with stakeholders in different markets
• Demonstrate knowledge of agile working methodologies
• Practised at problem solving skills working in cross functional teams to find the sweet spot between customer needs and commercial drivers
• A self-starter who can work under their own initiative
• Excellent and meticulous at task management, collaboration and organisational skills
• Strong focus on delivering tangible outcomes

You must comply with 5 Conduct rules i.e.

• act with integrity
• act with due skill, care and diligence
• be open and co-operative with the FCA, PRA and other regulators
• pay due regard to the interests of customers and treat them fairly
• observe proper standards of market conduct.

Core Values

• Is business-oriented and focuses on the customer.
• Takes a long-term approach.
• Has the courage to make decisions.
• Is innovative and proactive and is comfortable challenging in a respectful way.
• Takes responsibility for his/her own development.
• Has high ethical and moral standards.
• Likes good administrative order.
• Collaborates with others to achieve joint goals.
• Contributes to the development of operations and colleagues.

Competencies

General Competencies

• Actively Builds Relationships
• Embraces Change and Technology
• Acts According to Handelsbanken’s Culture
• Creates Business Value
• Role Specific Regulations

Leadership / Manager Competencies

• None