Principal Service Designer

As a Principal Service Designer, you will be reporting to the Head of Customer Experience. As a Principal Service Designer, you will play a crucial role in developing and championing the customer vision and strategy across VBG ensuring we transform into a truly customer centric business. A true expert in your field, you will lead cross functional teams, develop VBG capability and provide coaching and mentoring to colleagues across the organisation so that teams can design and improve end-to-end customer experiences, identify and prioritise strategic opportunities and align stakeholders to customer objectives. You will be a true customer champion, driving change across VBG, being passionate about great customer experience, how to get others excited about it, and how to operationalise it at scale.

In your day-to-day role, as a Principal Service Designer, you will:

• Customer Strategy: service design leadership of critical initiatives, projects, and programmes to realise our customer and proposition strategy. You will coach, mentor, and empower teams in service design capabilities so that teams can successfully define project goals, timelines, strategies and to successfully implement new or improved customer journeys. Design and facilitate engaging workshops with senior stakeholders, customers, and colleagues, both remote and in person.
• Design Leadership: as an expert in empathic and user-centred design practices, responsible for design leadership across critical VBG transformation initiatives, influencing a wide group of stakeholders to ensure all transformation delivers exceptional customer experiences using best-in-class design practices. Lead and manage a wide variety of design projects to ensure business success.
• Customer journey leadership: demonstrate the value of an outside/in customer first approach through embedding best practice service design as the way in which we improve our customer experience. Coach and mentor colleagues and influence key project stakeholders to apply a strategic focus to customer data to create strategies that improve customer satisfaction across the bank, establishing customer lifetime value.
• Customer Experience: as a customer experience expert, work in partnership with key stakeholders across the organisation to demonstrate the value of a customer first approach and measure and implement improvements to all aspects of the customer experience throughout the customer lifecycle.
• Vulnerable Customers: incorporate best practice for inclusivity and accessibility into the design process.

What will make you stand out?

• Seen as a leader in service design, user-centred design and related fields, with a proven track record of success in complex environments.
• Experience of working in a regulated environment or similarly complex environment.
• Previous experience of working in financial services preferred.
• Experience of empathic and user-centred design practices.
• Experience in using service design principles and methods including user research, customer journey mapping, service blueprints, prototyping, workshop facilitation.