Service Designer
National Savings and Investments
Job summary
This role is based with NS&I’s Design and Validation, as part of a growing Service Design team, and will work on a major transformation programme, as well as continuous improvements to our products and services. The Rainbow programme aims to deliver an improved multi-channel digital banking experience that supports our customers to complete the jobs they’re looking to do. NS&I is moving from a single partner model, to working with a range of external partners with responsibilities including digital experience, customer interaction management, and core banking. In this transformation, service design will be key to ensuring a coherent experience for customers, however they access our services.
This role will also have a key role in establishing service design as a capability within NS&I. The role will suit someone who is a multi-disciplinary self-starter who can translate NS&I’s customer research and data into the features, experiences and services which will realise the organisation’s objectives.
The role will:
- Define how experiences and interactions flow and which services and actors underpin those journeys
- Codify the underlying flows of information and process across multiple systems, teams and service providers
- As part of the Service Design team, work with internal and external specialists in UX design, data, architecture, solution design, product management, and content to create and visualise a detailed understanding of our future customer offer
- Contribute to the development of a new Service Design capability
Job description
Person specification
Essential experience
- Stakeholder engagement skills including demonstrable experience in engaging with a range of disciplines and gaining buy in
- Experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows
- Experience of Agile delivery and knowledge of Agile practices
Essential technical knowledge and skills
- Deep knowledge of service design techniques: service maps/blueprints, customer journey mapping, UX and CX etc
- Demonstrable strategic thinking and problem solving skills with the ability to influence others to drive change
- Ability to rapidly develop high-level service prototypes, journey maps and other outputs aims
- Good facilitation skills and the ability to bring a team together around a problem
Behaviours
We’ll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Changing and Improving
- Communicating and Influencing
- Working Together
- Seeing the Big Picture
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Service Designer
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