Service Experience Designer

Here is what we are looking for… Our credit card team are on the lookout for a Service Experience Designer who is passionate about our customers and want to design and develop brilliant experiences.

You’ll make sure our experiences work and evidence that our customer journeys are fit for purpose, driving improvements in Digital Primacy, SMILE and the operating costs of our business. You’ll have an excellent understanding of Customer Outcomes as well as a strong grounding in data analysis and experience with Persona Development and Service Design/ Journey Mapping to recognised standards.

✨ Here’s what you’ll be doing…

• Lead the implementation of a standardised methodology for articulating the design of the service experience
• Own the design, and delivery, of the overall Service Strategy for unsecured products (defining how our Service Strategy makes you feel happier about money)
• Develop data driven user personas, user journey maps and service blueprints that accurately reflect, and bring to life, the experience of our customers
• Conduct data analysis to understand customer behaviour that leads to improvements in customer experience
• Conduct user research through surveys, listening to conversations/reading transcripts and analysing data feeds
• Identify pain points that cause material customer detriment and maintain a master prioritisation list, acting as the owner of issues until they are closed
• Plan and host regular ‘listening’ sessions with key stakeholders that bring the whole business closer to the experience of customers
• Continuously scan the internal and external horizon to help the commercial and operations product managers and product owners stay abreast of new ways of achieving great service design

✔ To be brilliant you must…

• Be an expert in customer outcomes and customer experience, with a strong opinion on what a good service experience should look and feel like
• Know how to create and maintain personas/ experience maps, commission customer research and have a good understanding of how to complete customer insight analysis
• Be able to complete root cause analysis to get to the bottom of what’s causing pain points in the service experience
• Have experience attending, and chairing, forums related to customer service and customer experience as well as a super-networker (even better if you have contacts in all the right places!)
• Be an expert communicator, with experience presenting to leadership teams and be able to tell a compelling story and bring challenges and opportunities to life
• Be organised and able to prioritise activity based upon the relative value of the activity

🍰 The icing on the cake would be…

• You have knowledge of Consumer Duty and have played a part in the bank wide activity to address this
• An understanding the service strategy taxonomy that can be used to manage and improve the customer experience (such as mandates, business rules, processes & procedures)
• You have previously designed experiences that encourage customers to self-serve, you understand the mechanics of structuring help content and know how to design virtual assistants/ chat flows
• Have a knowledge of agile methodology to move at pace and shift focus to the current priorities
• Be an expert in our unsecured products, particular credit cards, and know a lot about the experience that customers receive today