Senior Service Designer

Summary:

We’re looking for a Senior Service Designer to join our core Retail Design team.

This is a great opportunity to help drive the future vision of Lloyds Banking Group’s retail space, which is made-up of multiple parts: 17 million active digital customers, 1,800 branches and 80 million phone calls yearly.

What would I be responsible for?

We want to make sure there’s a space for all customers to feel financially supported by us: in-branch, online or over the phone. This means, you’ll play a vital role in ensuring all design work creates a cohesive overall Lloyds Banking Group experience. One that’s consistent for customers, while supporting colleagues too.

You’ll be part of a cross-functional project team and responsible for all service design elements, from design thinking right the way through to deployment.

Whether it’s contributing to workshops, advising on best practice or responding to research, you should be a design advocate and understand how to apply design principles to make accessible customer experiences.

Specific tasks could include:

• Analysing user needs and business objectives in highly complex service areas
• Lead on design workshops and design sprints with the team, senior stakeholders and users
• Leading on design concepts and service blueprints that help reimagine how services can be delivered end-to-end
• Research
• Ideates possible service scenarios, verifying use cases, and sequences of actions
• Rapidly design and test digital prototypes with users
• Help to define vision and outcomes for products, services and programmes, shaping strategy and influencing long-lasting change
• If you have a desire to take on a more leadership role than we could look to get you mentoring and coaching others in the team.

What do we need to see from applicants?

We like people who come from diverse backgrounds and we like diversity of people and mindsets in our team in order to represent the customer base we support. To be seriously considered we would need to see evidence of the following in your CV / application:

• A prior background in the field of design including relevant service design orientated role.
• An understanding of human centred design thinking, this should come naturally to you.
• Good knowledge of service design, end to end customer journeys and how that process works “in the real commercial world”
• Digital design experience with proven delivery into production, not just ideas!

In terms of personal skills, you’ll want to be comfortable communicating with a wide range of people including internal clients, senior management and all the normal design staff you would expect to be involved in digital projects. You’ll be comfortable presenting, influencing and taking the initiative as required.