Service Designer

As a Service Designer you will mix strategy, product, technology and creativity to support teams to deliver clear customer outcomes whilst encouraging cross functional collaboration to ensure customer and business outcomes are delivered and measured.

You will support delivery of projects across the full enterprise and within AUK Change Portfolio, by deploying service design expertise to customer (internal stakeholders and teams) in the assessment and redesign of systems and services, and ensuring they take a holistic human-centred approach. You will be advocating best in class best-in-class services that blend digital, physical and human interactions across multiple touch points, bringing together user needs, business ambitions and technical realities.

As a Service Designer you are a part of project / portfolio / product teams and whilst not independently accountable for the delivery of the project / product and realisation of benefits you play a key role in ensuring and enabling the accountable project owner delivers the right thing and the right time. You are accountable for a number of service design deliverables (inc. blueprints, business service catalogue and end-end journeys) for projects and initiatives you are working on.

You will be working in a complex environment, and will interact with functions across the whole business. You will flex between macro themes and detailed insights to ensure that Aegon build valuable journeys to is customer, employers and advisers. You will work across multiple propositions and products and will have to have detailed knowledge of the long term savings market and the complex nuances of products include: ISA/GIA/SIPP/Master Trust.

Key Tasks:

• Maintaining a service design framework and catalogue of core business services for use across the organisation, aiding operational resiliency.
• Encourages cross functional collaborative across all relevant teams (inc. engineering, IT, Operations, Marketing, Risk, Legal and Finance), you will synthesize multiple viewpoints and communicate these effectively through storytelling and visualisation techniques such as service blueprint. You will work in partnership with project teams (engineers, scrum masters and analysts), product owners and service owners to support them in delivering their customer outcomes. You will influence the design and approach to meeting customer needs.
• Facilitates service design development sessions in support of projects & portfolios, doing so leveraging a toolkit which includes the service blueprint to highlight complexities and dependencies between customer/actor actions and systems and integration points.
• Advocate for Service Design and customer centric design at Aegon whilst encouraging and supporting teams throughout the business to build exceptional end-to-end journeys leveraging service design methodologies and toolkit.
• Conducting detailed analysis, cross functional investigation and design of complex business services.

Skills:

• Experience in an experience design and/or service design role, with a design thinking / human-centred design background.
• A background in designing and coordinating activities inclusive of service mapping the end-to-end customer journey, processes and systems, and the impact on customer experience.
• Mindset of continuous improvement, being comfortable with ambiguity and uncertainty.
• Strong planning, organisation, documentation and storytelling skills
• Compelling written and spoken communication

Knowledge:

• Service Design / Design Thinking Methodologies.
• Scrum Framework knowledge and techniques (definition of done, user stories, backlog refinement etc)
• Knowledge of other Agile approaches e.g. Kanban
• Knowledge of wealth management platforms.

Experience:

• Previous experience in service design
• Experience in at least two functional areas from: Strategy, Technology, Product, Design.
• Experience of Agile delivery.

Qualifications:

• Degree or equivalent.