Lead Service Designer

About this opportunity

We’re looking for an experienced Service Designer to join our Conversational Banking lab and lead the Experience design squad. This is a unique opportunity to define and enhance the journeys in which we engage and build relationships with our business customers, while supporting them with the right products, tools and services to meet their needs.

The services we design are crucial to supporting our customers to get the most from their online and mobile banking. It’s a pivotal time as we relook at how we evolve the experience. We need someone who can work effectively with product owners, business analysts, behavioural scientists and fellow designers to take propositions from concept to reality.

As a Lead Service Designer, your role will include:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
• Collaborating closely within the multidisciplinary team of designers, product owners and engineers.
• Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
• Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
• Researching and documenting current state services and experiences, and prototyping future state services.
• Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
• Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service and customer journeys.

Experience in a range of research and design methods, including at least some of the following, is critical:

• Contextual enquiry
• Interviews
• Diary studies
• Questionnaire design
• Customer journey mapping
• Service blueprinting
• Creative workshop facilitation
• Storyboarding
• Service safari
• Persona development
• Co-creation
• Paper prototyping