Service Designer

As a Service Designer, you will have the opportunity to play an active role in helping to implement new ideas and identify opportunities to enhance excellent services for our customers. You will be working amongst a well-established multidisciplinary team of Designers and Researchers focused on improving end-to-end customer journeys at scale in the financial services space. You’ll be hands-on in championing user-centred design whilst considering the bank’s objectives, understanding the overall service including the customer journey, systems, teams and processes involved. Working with a range of colleagues and stakeholders, you’ll look at the wider picture, thinking about how to connect the dots (products, people, technology and processes) to inform design decisions and opportunities.

Knowledge, Skills and Experience Required

*       Experience or strong interest within a relevant discipline in UX including Service Design, Design, Research, Content Design or Optimisation

*       A passion for people, processes and complex challenges – You’re able to approach problems systematically and proactively. You’re natural at zooming out to see the bigger picture and zoom back in to nail the important details, considering both user and business objectives. You get a lot of pleasure at seeing projects through.

*       Able to plan, prepare and execute a range of workshops and activities to facilitate the service design process

*       Must be comfortable communicating and managing a variety of different stakeholders, facilitating them through your design process. A strong ability to easily communicate and articulate service concepts and ideas to team members and stakeholders, getting the right conversations and actions in motion.

*       Knowledge and experience across a range of methods and tools that illustrate all the components and touch-points of the service.

*       Experience or an understanding of user research, being able to articulate research requirements and interpreting the findings to influence the service design opportunities and solutions.

*       Experience of conceptualising, ideation, sketching and visual designs.

*       Able to produce empathy maps, personas, storyboards, journey maps, service blueprints and prototyping where required to bring services to life.

*       Highly collaborative and thrives working in multidisciplinary teams, using Agile principles and able to work across multiple projects.

*       Passionate about social impact, financial services and great, inclusive design.

Key Accountabilities:

*       Conducting Service Discovery to identify opportunities, customer painpoints and business efficiencies through data and research to help the team deliver high-quality, user-centred products

*       Deliver collaborative workshops with a range of stakeholders and business areas to explore dependencies and problem areas, building empathy and recommending further actions from the evidence and findings.

*       Create key artefacts such as journey maps, service blueprints and prototypes to represent real life interactions with services from the eyes real service users.

*       Research the problem and testing the solutions- working with the research team to better understand the problem, ensuring the right problems are being fixed. Testing ideas, designs and solutions with the needs of real people in mind, ensuring user-centred design is followed. Working with service stakeholders and teams to gather business insights. Communicate findings into actionable steps for stakeholders and teams, ensuring the highest service standards are reached and insights can be identified and used.

*       Design and deliver engaging workshops for our teams, customers and stakeholders with clear goals and structure to achieve actionable outcomes.

*       Help the business focus into the details of our services through customer journey maps and service blueprints to understand how products/services work currently whilst defining gaps and opportunities to develop how they should or could work in the future.

*       Ideation & critical thinking: Generation of appropriate ideas and effective critique. Help teams understand and improve their creative capability and strive for optimum performing services.

*       Think holistically when designing a product or service, while being detail oriented and delivery focused.

*       Work collaboratively with the team and stakeholders to translate findings into designed solutions for both the target user’s experience and the business ability to implement at scale.

*       Positively contribute to the service design community practise, provide guidance and feedback whilst continuing to identify new methods, tools and approaches to problems to ensure continuous improvement and learning