Senior Service Designer

HELP REIMAGINE TESCO BANK’S PROPOSITIONS AND SERVICES

At Tesco Bank, we recognise the strategic impact that design can have and are increasingly using it to solve wider business problems. Our products and services reach deep into our customers’ lives, their homes and families. Human-centred design allows us to create people-first propositions, services and experiences that make a meaningful difference.

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 opening for a Senior Service Designer in our Glasgow Design Studio.

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.

Interested? At Tesco Bank you’ll be solving difficult, challenging problems which make big differences to our customers. We give our team the support, time and backing that takes. If you want to work on projects that you’ll be proud of for the rest of your career, we want to hear from you.