Service Designer

As a Service Designer, you will have the opportunity to play an active role in helping to lead and shape our projects, and implement new ideas. You will be working amongst a well-established multidisciplinary team of designers and experts to design systems at scale in the financial services space. You’ll be a hands-on expert in capturing the business needs around what users are trying to do, their experience, the service scope, service systems and processes. You’ll work closely across UX and research to look at the wider picture, thinking about how to connect the dots (products, people, and different parts of the organisation) to inform meaningful solutions.

Key Accountabilities:

• Conducting Service Discovery to identify and help the team deliver high-quality, user-centred products
• Create prototypes to explore ideas
• Design service systems
• Research the problem space – working with the research team to form and test ideas, designs and solutions with the needs of real people in mind. Working with user groups to identify business insights. Communicate findings into actionable steps for other stakeholders and teams, ensuring the highest standards are reached and insights can be identified and used.
• Design and deliver engaging workshops for our teams, customers, and stakeholders.
• Help the business focus around customer journey maps and service blueprints to understand how products/services work currently and defining the biggest gaps to develop how they should work in future
• Ideation & critical thinking: Generation of appropriate ideas and effective critique. Help teams understand and improve their creative capability.
• Think holistically a when designing a product or service, while being detail oriented and delivery focus.
• Work collaboratively with the team to translate the finding into designed solutions for both the target user’s experience and the business’s ability to implement at scale.

Knowledge, Skills, and Experience Required

• Good experience within a relevant service design discipline (UX design, Design research, UX research, Business design, interaction design)
• You approach things systematically and are natural at zooming out to see the bigger picture and then zooming in to nail the important details. You get a lot of pleasure at seeing projects through.
• A passion about growing people-first services. From value proposition to rand to customer experience to scale. You thrive in putting all the pieces together.
• Must be comfortable managing stakeholders, navigating them through the design process and commercial decisions. Strong ability to easily communicate and envision service concepts and ideas to team members and stakeholders.
• Knowledge and experience across a diverse set of methods and tools that illustrate all the components and touch-points of the service.
• Strong research background, experience doing all the user research and demonstrable experience of how to interpret user research findings into design opportunities/ solutions.
• Proven experience with conceptualising, ideation and iterative prototyping using different prototyping tools.
• Highly collaborative and used to working in multidisciplinary teams, using Agile principles and working across multiple projects.
• Passionate about social impact, financial services and great design.