Senior Service Designer

We’re looking for a Senior Service Designer to join our Service and Operational Excellence capability. Working in the Experience Strategy Landlord team, you will play a core role in driving understanding of how our services are delivered today, the opportunity spaces for customer and commercial improvement, and shaping future states in line with the strategic business priorities.

At Nationwide we openly put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer-focused.

This role is within the Business Operations function of Mortgages, which is the shared service team responsible for enabling the wider business function to execute against our strategy by bringing together the holistic business unit vision and priority outcomes, providing independent challenge and support to drive performance, risk and controls, defining customer, broker and landlord experience through journeys and processes, shaping and delivering our colleague enablement and engagement strategy and plan, and leading our business change and business readiness agenda.

As part of the Service and Operational Excellence team within Business Operations, we’re responsible for defining, designing, and delivering frictionless, useful experiences for our customers to meet their mortgage needs. We research, we iterate, we craft, we strive – and we do it all to make sure our customers have experiences that are memorable, for all the right reasons, on every channel.

We are happy to consider flexible working approaches to help you perform at your best.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our Swindon, Northampton, Dunfermline or Bournemouth office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As Senior Service Designer, you will be responsible for creating holistic and joined-up understanding of our services, identifying where our service is not meeting customer needs or expectations, and articulating the business value of these opportunities to core stakeholders in our landlord business, The Mortgage Works. Working with colleagues and stakeholders, you’ll collate and analyse multiple data and research sources to document our current state service and design future states. You’ll work closely with Research to drive understanding of our customer journeys and enrich the service view with customer and colleague insight, ensuring our strategic decisions around product, propositions, and service are rooted in evidenced customer need.

You will shape the story of what we do back into the business, aligning your design narrative to the core business challenges and priorities of senior stakeholders to influence and drive change. You will support this through the shaping, sizing, and value articulation of opportunities.

You will also ensure the quality and efficiency of service design activity conducted by you and others across the programme. We’ll also look to you to bring a senior and commercially-minded view towards informing priorities and scopes of work against the strategic business priorities and key performance measures.

We work in a multidisciplinary environment, so you’ll be collaborating with our Researchers, Process Improvement teams, Product Managers, Customer Journey Managers, Experience Designers (UX, UI and Content), and other Service Designers.

About you

The minimum requirements for the role are:

• Extensive experience of shaping, sizing, and conducting Service Design activity across large programmes of work to uncover commercial and customer value
• Exceptional business storytelling, with the capability to adjust your approach in line with the needs and interests of core stakeholder groups
• The ability to self-organise and plan work, work in multidisciplinary teams, and deliver work on time and on brief in line with evolving business priorities
• Expertise in industry-standard Service Design tools and methodologies
• Experience working with varied qualitative and quantitative data sources to analyse, synthesise, and effectively communicate opportunities for service improvement across the business
• Strong visual communication skills, with demonstrable experience developing common Service Design artefacts such as service blueprints, customer journey maps, ecosystem maps, and value proposition canvases using tools such as Miro, Figma, or similar
• An understanding of qualitative and quantitative customer research methodologies, with the capability to support this discipline where needed
• Well-developed facilitation skills, able to manage competing priorities and expectations of senior stakeholders