Service Designer

As a Service Designer, you will lead design initiatives that impact end-to-end customer journeys and design experiences for a range of consumer-facing products and services. Your work will have a meaningful impact on a large scale. You’ll be working with teams of Designers, Product Managers, Engineers and other stakeholders to lead the design of services that deliver on user needs and business objectives.

This is a newly created position; we’re looking for someone who can take a leadership role in advocating for service design across the business. We’re looking for someone who can bring a combination of customer empathy, strategic thinking and creative facilitation to the challenge!

A day in the life:

• • You’ll lead projects to design services that work for a wide variety of people across Zopa’s product ecosystem.
  • You’ll support the Product Designers embedded in our product tribes on end-to-end projects from defining the challenge and understanding the problem through to bringing them to life in digital experiences.
  • Facilitating design workshops, design sprints and another collaborative activities to bring stakeholders together.
  • Leading high quality research on multiple aspects of how users engage with products and experiences and turning insights into service opportunities.
  • Pushing your limits and searching for opportunities to become better.
  • You’ll be accountable for your growth as an individual practitioner and the growth of your peers.
  • You’ll be an advocate for the needs of Zopa’s current and potential customers.
  • You’ll communicate outcomes to diverse audiences through stories and verbal presentations.

About you:

• • You have qualitative research experience on both discovery and validation design problems and a passion for explaining insights in a way that other people understand. Experience improving and innovating on research tools and methods is a bonus.
  • You have experience taking complex and ambiguous problems and solving them in unusual and innovative ways, embracing a curious and flexible mindset, Iterative thinking and ‘learning by doing’.
  • You can demonstrate conceptual thinking and visualisation, envisioning journeys, systems, ecosystems etc. in a way that is usable and clear for many different stakeholders.
  • You are able to see the ‘big picture’, with a toolkit of service design, innovation and design thinking processes and the ability to apply the right tool for the task.
  • You are a guide and coach for designers in your areas of expertise on projects, so you’ll be a genuine team player and keen to contribute more broadly to our design community.
  • You thrive in an environment with short feedback loops.
  • You have a passion for inclusivity and accessibility.