Service Designer

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 an experienced Service Designer who can further develop our capability with a focus on inclusive and sustainable service design. You will have the opportunity to work on high profile projects, 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:

• Work on customer engagements activities, supporting the bank to increase customer attraction, retentions, satisfaction and advocacy.
• Be a Service Design 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 including gathering / analysing requirements and insight, business process mapping and planning, prioritisation and mapping both customer and colleague experiences and processes
• 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.
• Make use of customer data and insights to inform the customer journey process for both Personal and Corporate customers.
• Build out customer labs for rapid and iterative testing of potential customer solutions.
• Design a strategy to scale the Service Design Capability for the bank.
• 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 and Service Design from 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

• Expert in applying inclusive service design methodology, frameworks and tools to explore end to end customer journeys
• Experienced in Design Thinking Methodologies to lead innovation session for the creation of value propositions
• Proficient in translating blueprints and future target end state journeys into Action Plans that can be tracked and success measured
• 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
• Practised at problem solving skills working in cross functional teams to find the sweet spot between customer needs and commercial drivers
• An AGILE Practitioner
• 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.