Service Designer

Using human-centred technology to make insurance more personal and predictive to the way that people live today. We are setting the pace of change for our industry, by always asking what is next, never being satisfied with the status quo, and by breaking barriers together.

For the successful candidate, their role is to make sure that we deliver great service experiences across all our Digital and Network environments. They will have experience in in building a service design capability, and service design of IT and Digital Services. A service focused individual with a relentless drive to deliver and own all service design outcomes

The Role

• Develop and maintain the most appropriate Service Level Management (SLM) structure for the service, and promote this structure within the organisation, getting buy-in from key stakeholders Act as a point of reference for information regarding services, support processes, and competitive benchmarking

• Ensure customer focussed service models are deployed meeting the needs of the business and Service Management.

• Build and maintain a service catalogue, which documents SLA’s and provides a view of E2E service performance

• Ensure early engagement in the Process to understand the SLM requirements for proposed new services and changes

• Evaluate risks that impact products, services, operational teams, resources, and customer journeys.

• Work alongside Service Managers to build monitoring, dashboards, reporting and other in-life management tools

Skills & Experience

• Demonstrable experience in managing, delivering, and supporting business stakeholders and consumer products and services

• Proven experience of delivering new processes and procedures, working within Service Management environments, and developing a best practise approach environment.

• Demonstrable experience in a Service Design, or similar design-focused role.

• An understanding of experience design principles and knowledge of a wide range of service design methods and tools.

• Experience working in agile and waterfall project teams and as part of multi-stream change programmes

• Evaluating and cataloguing existing services in terms of underpinning contracts and operational agreements, gap analysis and risk identification

• Working with the wider business to evaluate their needs, communicate how our team can help them and design a solution to realise their ambition

• Experience in delivery of new IT and Digital technical and business services

The Offer

• A range of flexible working options, including working from home and part time opportunities.

• Company funded and industry recognised qualifications

• 25 days annual leave

• 4 times salary Group Life Assurance

• 7.5% minimum employer pension contribution to maximum of 9% (employee required to contribute minimum 1.5%)

• Access to discounted retail vouchers and gym memberships