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- Tasks: Lead customer experience design and improve service models for our members.
- Company: Join Leeds Building Society, dedicated to making home ownership accessible since 1875.
- Benefits: Enjoy a bonus, matched pension, 26 days holiday, and flexible working options.
- Why this job: Be part of a purpose-driven culture that values inclusivity and community impact.
- Qualifications: Strong analytical skills, team management experience, and knowledge of human-centred design required.
- Other info: Apply now to shape a meaningful career in a supportive environment.
The predicted salary is between 43200 - 72000 £ per year.
We’ve been helping our members save for their future and buy a home of their own since 1875. By joining us, you’ll play a big role in helping us to put home ownership within reach of more people, generation after generation. It’s a purpose that drives everything we do and one we’re proud of.
The purpose of this role is to lead the experience design for Society Customers and the colleagues that serve them, through Customer Journeys, Service Model Design and supporting Operating Model frameworks, processes and procedures. Working across the division, the role holder will be accountable for defining the divisional Service Model and Target Operating Model, evolving Customer Journeys and operational processes to deliver target Customer and Colleague experiences and best possible cost to serve.
Responsible for a small team, this individual will manage and develop the operational design discipline for the division, driving and governing experiences in line with target state ambition. This is an integral role in the Customer Change and Business Readiness team, working with the wider Customer Strategy, Customer Division and Society stakeholders to deliver transformational and strategic change ensuring they support the achievement of society purpose, strategic goals and divisional priorities.
What will you bring to the role?
- Strong analytical skills with proven experience identifying, collating and using data and insights to design solutions and problem solve
- Effective communication skills with ability to envision, present and articulate future state to stakeholders across multiple levels
- Understanding of human centred design and experience co-creating with business members
- Ability to positively and confidently debate and influence design decisions at enterprise level
- Evidence of managing small teams and the ability to motivate, coach and mature a discipline
- Experience supporting strategic change or transformation interventions, in particular execution of an operating model project
- Skilled at journey or process analysis, mapping and driving experiential improvement
- Good attention to detail with strong organisation and planning skills
- Proven experience in either organisational design, business architecture/analysis or service/journey design
- Proven and recent experience of working in regulated environments, assessing change impact against the risk landscape
And in return, you’ll get the best from us:
- An annual colleague bonus of up to 12%
- Matched pension contributions of up to 10%
- 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
- Colleague Mortgage and Saver products
- Electric vehicle scheme/ Cycle to Work scheme
- 2 days’ volunteering per year
We’ll give you a place to belong with the support to learn, develop and shape a meaningful career.
Our business is centred around our people. Our colleagues are at the heart of everything we do and we’re extremely proud of our Inclusive Employers Gold accreditation in 2023. We’re committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.
You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we’re making to embed our purpose with our colleagues, and the actions we’ve taken to put home ownership within reach of more people, generation after generation.
Why wait? Apply now. We’d love to hear from you. But don’t wait around - we may close the advert early and we’d hate for you to miss out.
Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you’d like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we’d like to find out more about the skills and experience that you could bring to the Society. We’re committed to supporting you to be at your best and if you’d like to discuss any reasonable adjustments, please reach out to us.
Customer Service Design Manager in Leeds employer: Leeds Building Society
Contact Detail:
Leeds Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Design Manager in Leeds
✨Tip Number 1
Familiarise yourself with the principles of human-centred design. Understanding how to co-create solutions with users will be crucial in this role, so consider engaging in workshops or online courses that focus on this methodology.
✨Tip Number 2
Network with professionals in the customer service and design fields. Attend industry events or join relevant online communities to connect with others who can provide insights into the role and the company culture at Leeds Building Society.
✨Tip Number 3
Brush up on your analytical skills by working on case studies or projects that involve journey mapping and process analysis. Being able to demonstrate your ability to use data to drive design decisions will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience in managing teams and driving change. Think of specific examples where you've successfully led a project or initiative, as this will showcase your leadership skills and ability to influence at an enterprise level.
We think you need these skills to ace Customer Service Design Manager in Leeds
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Service Design Manager position. Understand the key responsibilities and required skills, such as analytical skills, communication abilities, and experience in service design.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the role. Emphasise your background in customer journey mapping, operational design, and any leadership roles you've held, particularly in regulated environments.
Craft a Compelling Cover Letter: Write a cover letter that not only showcases your qualifications but also reflects your passion for the company's purpose. Mention specific examples of how your skills can contribute to enhancing customer experiences and achieving the Society's goals.
Showcase Relevant Projects: If you have worked on projects related to service design or transformation, include these in your application. Describe your role, the challenges faced, and the outcomes achieved to demonstrate your capability in driving change.
How to prepare for a job interview at Leeds Building Society
✨Understand the Company’s Purpose
Before your interview, make sure you understand Leeds Building Society's mission to help people achieve home ownership. Be prepared to discuss how your experience aligns with this purpose and how you can contribute to their goals.
✨Showcase Your Analytical Skills
As a Customer Service Design Manager, strong analytical skills are crucial. Prepare examples of how you've used data and insights to drive design solutions in previous roles. Highlight specific projects where your analytical approach led to successful outcomes.
✨Demonstrate Human-Centred Design Experience
Familiarise yourself with human-centred design principles. Be ready to discuss past experiences where you co-created solutions with stakeholders, focusing on how you engaged with users to enhance their journey and experience.
✨Prepare for Team Management Questions
Since you'll be managing a small team, think about your leadership style and how you motivate and develop team members. Prepare to share examples of how you've successfully led teams in the past, particularly in driving change or transformation.
