Service Designer

Our user-centred design practice is growing and we’re now looking for an experienced Service Designer to join our Digital Identity team.

As a Service Designer in the Digital Identity team, you will be responsible for the end-to-end design perspective of our client identification, onboarding and authentication capabilities. You will identify gaps and opportunities across all touch points, ensuring consistency and the value exchange.

This is a fantastic opportunity to be involved in an exciting and transformative project from the start where you’ll be working closely with researchers, designers, engineers and product managers from across the business.

ACCOUNTABILITIES

As a Service Designer within the Digital Identity Services team, you will:

• map user journeys (across all touch points) including the people, technology and policies that support them

• identify and communicate the needs of our users and colleagues

• collaborate with User Researchers to plan research studies and gather insights

• explore how technology can be used to enable customers to access financial services with ease

• lead the co-creation of principles and frameworks to align teams and drive decision making

• shape and deliver a wide variety of collaborative activities and workshops with colleagues and stakeholders to understand the landscape and envision the future

• create and iterate service prototypes to evaluate ideas, explore unknowns and learn quickly

• work with stakeholders across the business to understand their needs and communicate impacts on their focus areas

• collaborate with Engineering to understand the technical landscape and ensure technical change support user needs

• present complex information and concepts to colleagues in a clear and articulate manner

• work with the lead UX designer and the user centred design practice to promote and shape UX design at Hargreaves Lansdown

EXPERIENCE / SKILLS

We will want to see evidence that you:

• have experience leading service design projects delivering outcomes, not just outputs

• have experience shaping and delivering effective collaborative workshops with users, colleagues and stakeholders

• have experience producing high-quality user experience and service design artefacts such as personas, user journeys and blueprints

• have experience following a rigorous, yet flexible, user-centred design process within an Agile environment

• have experience producing testable prototypes (using varied tools and methods) for design research and evaluation

• have excellent knowledge of user-centred design and service design methods

• have excellent knowledge of established service and interaction patterns

• can clearly articulate design decisions to both designers and stakeholders

• can synthesize diverse data (analytics, customer data, business capability, strategic directives) into frameworks, principles and insights to guide service efforts

DESIRABLE EXPERIENCE

Not essential, but we would like to see evidence that you have:

• a degree in UX Design, human-computer interaction, or related field

• experience managing design teams

• experience working in distributed teams

• experience with Adobe Analytics (or similar)

• experience with Adobe Experience Manager (or similar)