Service Designer

Detailed Job DescriptionMinimum years of experience required: min 5 yearsWhat does this job deliver? (Key accountabilities):

• Guide the design and implementation of customer experiences across all digital channels
• Simplify and improve the customer experience to ensures digital experiences are optimised in delivery of speed and effectiveness
• Collaborate with colleagues to ensure cohesion in the digital experience to build customer trust and advocacy
• Build strategic thinking across the business to develop awareness of disruptors and innovators in digital experience

Knowledge And Experience

• The ability to understand and articulate customer vision with a good level of credibility and effectiveness to drive good customer outcomes
• The ability to work with a wide range of stakeholders Good commercial acumen, with market awareness at a macroeconomic and business segment level
• Good interpersonal, team working, negotiation, influencing and networking skills
• Problem solving and analytical skills, demonstrating strategic thinking and leveraging insight and other sources of information to build business intelligence
• The ability to work on your own initiative, setting your own priorities and working to defined deadlines
• Experience of working with customers or in a customer experience role
• An understanding of digital trends and the evolving financial technology landscape
• Working knowledge of UX best practise and the ability to express ideas visually through wire framing, paper prototyping, customer journeys and workflows
• An understanding of UX artefacts and applying user interface and brand to envision the final visual design
• A good story tell and consultative facilitator, with the ability to set out a clear vision and path
• The ability to contribute to the development of innovative solutions with a wider team
• Experience in service design and design lead thinking to deliver digital transformation
• Experience of working in an agile environment using up to date methodologies, such as Scrum and Kanban
• Display behaviours in line with our Critical People Capabilities

Purpose Of JobDeliver harnessing disruptive technologies to support the alignment of digital workstreams anchored around the customer experience.What are the accountabilities of the job?

• Support a digital experience portfolio of strategic digital propositions that will help the organisation achieve its goals
• Support the future state digital experience of commercial and corporate customers
• Support the prototyping program in delivering solutions that validate and test experiences for desirability. feasibility and viability
• Help the business gain better knowledge of their product visions by informing product backlogs or creating the basis of a minimum viable product
• Be an expert in customer desirability to inform and shape the best in class digital experience
• Contribute as a confluence point for digital strategy. design and solutions, making sure that all aspects are focused on the needs of our customers
• Guide the design and implementation of customer experiences across all digital channels
• Support the enablement of seamless customer movement between channels
• Support team members in taking customers through a journey of discovery, design and validation
• Source research and information to inform an idea through to an immersion phase
• Drive adherence to our digital principles throughout all digital journeys, to maximise customer adoption and conversion
• Support the vision and design of the future digital proposition and delivery through our prototyping program
• Analyse and evaluate information, identifying gaps, problem solving and using data to make recommendations and inform decision making
• Contribute to the development of rapid prototyping concepts with internal stakeholders and manage external agencies from concept to delivery
• Report on project outcomes by analysing user data, user feedback in a qualitative and quantitative manner
• Provide guidance to the business against their strategic direction and recommend digital best practices which Serve our customers.

Conduct And Line Of Defence

• Comply with Our Code, Purpose, Values, and relevant Policies
• Respect relevant regulatory obligations and Conduct Rules
• This is a first line job, as described in the Three Lines of Defence Principles, responsible for intelligent risk taking and managing its direct and consequential risks
• Promote a culture where risk, including financial crime and fraud, is managed effectively, including prompt identification, escalation and reporting