Service Designer

ROLE OVERVIEW

Customer Experience & Development division has responsibility for customer life-cycle management, with a strong focus on the customer on-boarding process, in order to ensure a consistent, effective and efficiently managed customer experience.

The Service Designer will ensure the customer journey is mapped and defined and ensure these are continually enhanced to support an optimal customer experience based on service design methods.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work on customer engagements activities, supporting the bank to increase customer attraction, retention, satisfaction and advocacy.
• Work closely with the Product Owners and relevant parties at Handelbanken Wealth and Asset Management and provide meaningful customer insight to them.
• Work with others in the team on the value proposition and objectives, mapping customer needs and demands. Taking into account any differences in individual and corporate customers.
• Plan, design and conduct user research, trend analysis, develop insights and concepts.
• Make use of satisfied customers’ related surveys. The result of these surveys should be used in the work regarding the customer offer and in product maintenance and development.
• Make use of customer complaints. These should be used as input to product/service improvement and development.
• Be responsible for developing personas.
• Visualising customer experience by creating customer journey/experience maps, service blueprints, storyboards, interaction models, flows and wireframes through an inclusive service design approach, which incorporates both vulnerable customers’ needs and sustainability.
• Build out customer labs for rapid and iterative testing of potential customer solutions.
• Collaborate with the UK Technology department to develop innovative and compelling customer solutions.
• Engage with internal stakeholders in order to discuss policy questions, gain approval for development of, or changes of existing customer process.
• Ensure the team contribute as a business resource/subject matter expert in relation to pre-studies and related projects.
• Take a leading role in the implementation plan of a CRM system, working cross functionally with IT, Data, Digital and Group.
• Support with regards to upskilling the organisation through a variety of methods in Service Design Capability
• Challenge the business to drive better customer outcomes within their journey experience

SKILLS, EXPERIENCE AND QUALIFICATIONS:

The role holder should have a deep knowledge of the business area and possess relevant experience in banking. They should be goal orientated, proactive and have good communication skills, both verbal and written.

In addition the individual has:

• Significant experience in applying service design methodology and tools
• Led idea generation, proposition and service design teams
• Experience in agile, taking an idea through to MVP delivery
• Experience in leading the implementation of a new CRM solution, particular experience of Salesforce
• Strong stakeholder management
• Excellent problem solving skills working in cross functional teams
• Practical experience in applying structured and systematic approach to enterprise level problems.
• Familiarity with various qualitative and quantitative research techniques
• Thinking strategically, to assess how concepts meet strategic goals
• Actively building professional relationships across all levels of the organisations across all home markets
• The ability to plan and work under their own initiative
• Good analysis skills
• Strong time management skills
• An awareness of the role responsibilities
• A focus on delivering tangible outcomes
• A desire to implement change.

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.