Service Designer

Role Purpose

As part of the Wealth Digital Strategy & Business Architecture Team, our Service Designers have responsibility for designing services and journeys that make us easy to do business with and maximise use of our capabilities. The role is critical in defining and delivering our target experiences, in line with our operating model and strategy.

We are looking for a candidate that thrives in managing complex problems through a robust design process that delivers the right outcomes for our customers and the business. We are looking for candidates that are obsessed with detail but can step back and look at the bigger picture, challenging assumptions and bringing new options to light as they go. We want a candidate that can design what our business needs for the next stage of its growth, while understanding deeply how it works today.

The role holder will be an experienced service designer with a track record in delivering customer-led solutions in complex environments for multiple stakeholders.

Key Responsibilities

• Facilitate and manage work through early to late stages of design.
• Lead workshops on problem and opportunity discovery
• Use data and other insights to challenge and drive agreement on the problems and opportunities
• Rigorous attention to decisions and risks, recording as required in our systems
• Maintain a catalogue of service blueprints for key journeys and services. Run design sprints and workshops ensuring all stakeholders correctly represented and creating artefacts to aid the process Collaborate with business SMEs, product owners and other designers to create services that are market leading and commercially grounded Escalate risks and decisions to the appropriate body, supporting the decision owner with suitable documentation to understand the issue and impacts. Carry out design oversight for work delivered to ensure overall service designer has been met and any changes are reflected in our service blueprints and artefacts. Meet agreed deadlines and negotiate workload as required

Core Competencies for the role:

• User-centred design – evidence of having a solid understanding of user-centres design and a track record of having applied it. Evidence of putting the user at the centre of the design process and involving them in co-creation activities is important.
• Design thinking – experience of leading design thinking approaches to problems and opportunities, including problem definition, ideation, prototyping and testing.
• Service design process – strong track record in carrying out service design from research and ideation through testing and able to evidence different tools and methods at each stage to achieve the desired outcome.
• Financial services knowledge – good understanding of financial services and wealth management including key industry participants, products, and services. A working knowledge of wealth management including financial advice is desirable.
• Journey mapping – experience in creating customer journey maps to understand and design services that meet the needs and expectations of customers and other actors. This should include touchpoints, pain points, and opportunities for improvement led by data and insights.
• Service blueprinting – experience in mapping out the entire service process to identify opportunities for improvement across front-stage, back-stage, and using this to deliver a seamless customer experience.
• Data analysis – evidence of analysing data and using it to inform design decisions, including quantitative and qualitative across different customer segments and products.
• Business strategy – ability to understand the business strategy and goals of the organisation and how service design can align with these. The ability to communicate the business value of service design to stakeholders is important.
• Financial services regulation – a good working knowledge of compliance and regulatory requirements including GDPR, COBS and others as relevant for product lines.
• Collaboration – exceptional stakeholder engagement and management skills, with extensive experience in collaborating with cross-functional delivery teams and functional business areas.