Service Designer

We’re looking for a Service Designer to help us deliver truly legendary service to our members in a way that aligns to our brand promise, our service principles and makes clear the benefits of being a member of a mutual building society. You’ll do this by being curious, empathetic and inclusive, as you balance the needs of myriad stakeholders.

It also means through your work, you’ll show us and not just tell us what service design means at Nationwide, what value it brings to us and our members, why we do it and how we do it.

Your success isn’t based on how long you spend at your desk. You’ll have contracted hours, but we’re always happy to support flexible and hybrid working. That might mean working from home or different Nationwide offices or agreeing a working pattern to help you balance work and life. We will always strive to find a way that works for everyone.

What you’ll be doing

We’re looking for an experienced, talented Service Designer to join our team, providing in-house expertise – co-ordinating customers, colleagues and stakeholders; getting hands on with research and data to deliver insights; and creating artefacts that help us understand the current ecosystem and create a northstar of how to deliver great service and business value.

Your role will be focussed on helping us deliver truly legendary service to our members as well as the future of Nationwide’s products and services across a variety of platforms and channels.

What’s clear to us, is that we are looking for someone with the resilience and ambition in their character that can only be obtained through the successful shaping and delivery of large programmes or initiatives. We love speaking to new people, which is why we’re keen to hear from people with new perspectives, diverse backgrounds, and richly varied experiences.

About you

· You’ll have good experience in practising Service Design and are adept at tailoring your approach to lead to better customer and business outcomes, innovation, and organisational change

· You enjoy designing and mapping the multi-channel, multi-touchpoint end-to-end journey of services to help a user complete their goal and the business to unlock value, while ensuring we meet regulatory standards and other considerations.

· You have the ability to look for different synthesise diverse sources of information to understand the root problems facing our users and understand the impact of business issues, events, activities and their wider implications and long-term impact.

· You will ensure you have the ability to understand the impact of the cultural, social and political context and its impact on the services, you are designing.

· You are persuasive, and informative, in order to get organisational support and buy-in to service visions and experiences.

· You have your toolkit of influencing styles to get the right inputs and buy-in to the approaches you take, from people across the whole of Nationwide.

· You have experience in a variety of approaches to understanding users and their needs, translating their needs into user stories, and proposing design approaches or services to meet those needs

· Experience working in an evolving environment, using an iterative method and flexible approach to enable rapid delivery.

Experiences that are beneficial:

· Working in the financial services, or within the public sector.

· Experience working as part of a Service Design team.

We’re also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse. We’d love to hear about:

· Your values, and what makes you who you are

· How you’d make a difference to our members in this role

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.