Service Designer

Service Designers at Tesco Bank:

• Service Designers at Tesco Bank work with other colleagues to deliver cross-channel services. They are involved in creating Service Design deliverables using a human-centred design process.

• They design the customer’s experience of our services and how the Bank delivers that service. They approach things systemically; and show an aptitude for understanding the bigger picture but can demonstrate excellent attention to detail. They generate interesting and relevant ideas that create concepts that align with strategic frameworks or value propositions.

• They create compelling and persuasive behavioural models, service concepts, service blueprints, specifications and other documentation. Their deliverables are both qualitatively and quantitatively derived from user research.

• Our Service Designers show an aptitude for design research and ask insightful questions in design research sessions to uncover peoples’ latent needs.

• They produce detailed documentation of existing services, such as service blueprints. They identify pain points for customers and our colleagues, and opportunities for improvement. They can use service blueprints and service specifications to design and define future services.

• Our Service Designers involve customers and colleagues throughout the design process and collect evidence to support their needs.

• They work iteratively to translate Service Design deliverables like service blueprints into changed business practises by front-line staff and management for real impact.

Key skills and experience:

• Practical application of human-centred design in a commercial context; and an understanding of the full suite of Service Design deliverables.

• Some awareness of front-line operations, management structures and operating models.

• Analysing and drawing relevant observations from data, design research, existing best practice and optimisation to inform design solutions.

• Working with a range of stakeholders to communicate and validate design solutions.

• Planning personal capacity and managing workload to avoid project conflicts.

• Degree in relevant field such as Service Design, Product Design, Human Computer Interactions and Behavioural Psychology.

• Experience in a Service Design role with strong emphasis on designing cross-channel services that are engaging, while addressing customer and business needs.