Senior Service Designer

We’re a thriving Design Practice, made up of designers from diverse backgrounds and experiences all driven by a passion for the impact Design can have. In a short space of time, our Design Practice has created real business impact and is being recognised by industry peers across the world. We want to continue building on this and have an exciting opportunity for a Senior Service Designer.

Senior Service Designers at Tesco Bank:

• Our Senior Service Designers redesign the Bank’s services, involving our colleagues from around the business then operationalising their designs. They lead small teams of designers, researchers and our colleagues in the business to deliver cross-channel services. They enable the work of more junior service designers. They facilitate the work of non-designers in the design thinking process, including front-line colleagues and stakeholders from around the business.
• They design the customer’s experience of our services and how the Bank delivers that service. Their work creates people-first services. From value proposition to customer experience at scale, they put all of the pieces together.
• They bring deep understanding of the practical benefits and limitations of digital touchpoints and self-service experiences. They translate service design deliverables like service blueprints into changed business practices by front-line staff and management for real impact.
• They develop new operating models for the Bank and work with management to put them into operation. They define meaningful quality and service metrics in the context of our organisation.
• They easily communicate and envision service concepts and ideas to team members and stakeholders. They use a diverse set of methods & tools that illustrate all the components and touchpoints of the service. They are able to define the right approach to projects choosing the right methods and tools to build collaborative approaches to design projects.
• They are a compelling storyteller. They will need to be convincing and persuasive in front of our stakeholders, at home presenting to the project teams and selling the benefits of service design.

Key skills and experience:

• Extensive experience of using a range of design methods from workshopping, concepting through to prototyping to communicate and validate design solutions.
• The ability to apply this breadth of experience to define the optimal design approach for each project based on customer needs and intended business outcomes.
• Experience of creating the full suite of service design deliverables.
• Communicating, influencing and negotiating with a range of stakeholders to gain buy-in to design solutions; whilst using judgement to make pragmatic compromises.
• Demonstrable understanding of how to change front-line operations, management structures and operating models to operationalise service designs.
• Analysing and drawing relevant insights from data, design research, existing best practice, design research and optimisation to inform design solutions

• Managing multiple priorities and personal workload with minimal support.
• Degree in relevant field such as Service Design, Product Design, Human Computer Interaction and Behavioural Psychology

• Practical experience of planning and delivering end-to-end design projects.

You’ll get back from us:

• All the support you need to be at your best and develop
• Challenging projects that you’ll be proud of for the rest of your career
• Flexibility about where you work, with the option to use Design Studios in Edinburgh and Glasgow