Lead Service Designer

You and Your Team:

Have you ever considered the potential to improve people’s relationship with their finances? Do you feel that financial institutions often fall short in truly supporting their customers, leaving a gap in the market for value-driven organizations that prioritize customer needs? Our Purpose is simple: To deliver caring banking so our customers can make the most of life’s opportunities.

This is your opportunity to make a meaningful impact, fully supported by the CEO and ExCo, with a clear mandate to implement our new customer-centric strategy. It’s a unique chance to challenge the status quo in financial services and demonstrate it is possible to do “banking with heart”.

As a Lead Service Designer, you will play a crucial role in developing and championing the customer vision and strategy across VBG ensuring we transform into a truly customer centric business. You will lead cross functional teams to design and improve end-to-end customer experiences, identify and prioritise strategic opportunities and align stakeholders to customer objectives.

In your day-to-day role, as a Lead Service Designer you will:

• Customer Strategy: service design of critical initiatives, projects and programmes to realise our customer and proposition strategy. This will include defining project goals, timelines, strategies and to successfully implement new or improved customer journeys. Design and facilitate engaging workshops with stakeholders, customers and colleagues, both remote and in person.
• Design: using empathic and user-centred design practices, responsible for designing and developing solutions for new or existing products and services, considering business vision, values, product strategy whilst delivering exceptional customer experiences, from generating concepts to creating user journeys and service blueprints. Lead and manage projects with insight and research colleagues to deeply understand our customers needs, including recruitment, research design, fieldwork and analysis.
• Customer journey mapping: apply a strategic focus and outside/ in approach to customer data to create strategies that improve customer satisfaction across the bank, establishing customer lifetime value.
• Customer Experience: Work in partnership with key stakeholders across the organisation to understand, measure and implement improvements to all aspects of the customer experience throughout the customer lifecycle.
• Vulnerable Customers: incorporate best practice for inclusivity and accessibility into the design process.

What will make you stand out?

• Extensive  experience of empathic and user-centred design practices.
• Experience in using service design principles and methods including user research, customer journey mapping, service blueprints, prototyping, workshop facilitation.
• Strong commercial understanding and business acumen.
• Excellent communication skills, both written and oral, demonstrating clarity in thinking.
• Extensive experience in service design and user-centred design or related fields, with a proven track record of success.
• Experience of working in a regulated environment or similarly complex environment.
• Previous experience of working in financial services preferred.
• Knowledge of inclusive design principles and designing for accessibility.
• Experience in behavioural change and behavioural science is a plus.