Service Designer

ABOUT HANDELSBANKEN:

Handelsbanken is a local relationship bank with a decentralised way of working, a strong local presence due to a nationwide network of over 200 branches and a long-term approach to customer relations. Throughout the organisation, individuals enjoy wide-ranging responsibility, and the scope to pursue a unique career, within a culture of openness, equality and professionalism.

ROLE: Service Designer ( Permanent)

LOCATION: 3 Thomas Moore Street, London ( flexibility to travel to Mancherster head office if needed)

WORK PATTERN: 35 hours per week, Mon – Fri, 9am – 5pm

REMUNERATION: Competitive + Benefits

TARGET START DATE: ASAP

ROLE OVERVIEW

Handelsbanken is currently looking for a Service Designer to join the Customer Experience and Development function in the UK.

The role holder will ensure the customer journey is mapped and defined and ensure these are continually enhanced to support an optimal customer experience based on service design methods.

The Customer Experience and Development function (UKDC) focus on the customer and work with the business on the strategic direction of the bank’s customer offer using methods like customer journeys to structure the direction of product and service development.

This is an important role and will require a close working relationship with the regional banks, the product owners and IT.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Visualising customer experience by creating customer journey/experience maps, service blueprints, storyboards, interaction models, flows and wireframes.
• Work on customer engagements activities, supporting the bank to increase customer attraction, retentions, satisfaction and advocacy.
• Plan, design and conduct user research, trend analysis, develop insights and concepts.
• Work with others in the team on the value proposition and objectives, mapping customer needs and demands. Taking into account any differences in individual and corporate customers.
• Work closely with the Product Owners and relevant parties at Heartwood.
• Provide meaningful customer insights to Product Owners.
• Collaborate with UKT to develop innovative and compelling customer solutions.
• Engage with internal stakeholders in order to discuss policy questions, gain approval for development of, or changes of existing customer process.
• Ensure the team contribute as a business resource/subject matter expert in relation to pre-studies and related projects.
• Be responsible for developing personas.
• Make use of satisfied customers’ related surveys. The result of these surveys should be used in the work regarding the customer offer and in product maintenance and development.
• Make use of customer complaints. These should be used as input to product/service improvement and development.

SKILLS, EXPERIENCE AND QUALIFICATIONS:

The role holder should have a deep knowledge of the business area and possess relevant experience in banking. They should be goal orientated, proactive and have good communication skills, both verbal and written.

In addition the individual has

– The ability to plan and work under their own initiative

– Good analysis skills

– Strong time management skills

– An awareness of the role responsibilities

– A focus on delivering tangible outcomes

– A desire to implement change.

You must comply with 5 Conduct rules i.e.

• act with integrity
• act with due skill, care and diligence
• be open and co-operative with the FCA, PRA and other regulators
• pay due regard to the interests of customers and treat them fairly
• observe proper standards of market conduct.

Core Values

• Is business-oriented and focuses on the customer.
• Takes a long-term approach.
• Has the courage to make decisions.
• Is innovative and proactive.
• Takes responsibility for his/her own development.
• Has high ethical and moral standards.
• Likes good administrative order.
• Collaborates with others to achieve joint goals.
• Contributes to the development of operations and colleagues.

Handelsbanken Group are deeply committed to embedding good equality and diversity practice into all of our activities so that we are an inclusive, welcoming and inspiring place to work, regardless of age, disability, pregnancy and/or parental status, ethnicity, religion, sex, gender reassignment or sexual orientation.

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HANDELSBANKEN BENEFITS

• Competitive Salary
• Pension: 15% – non -contributory.
• Group Income Protection: To protect your income in the event of long term ill health
• Life Assurance: at 4 times of annual salary
• Personal Banking: This includes loans and mortgages at preferential rates to employees
• Gym subsidy
• Also including: Medical Insurance, Season Ticket Loan, Give as you Earn, VDU eye test, Cycle to work scheme, Employee Assistance Programme and Health Screening