Location: Leeds (hybrid, 2 days a week)
Salary: Up to £60,000 plus up to 12% performance-related bonus (paid annually in April)
Type: Permanent, with two vacancies available
About the opportunity
A well-established UK financial services organisation is building its service design capability and is looking for Senior Service Designers to help deliver its Customer Experience strategy. The organisation is moving away from improving things channel by channel and toward designing services end to end around the needs of customers and colleagues. You'll help shape and prioritise that change, with input into long-term corporate planning.
You'll join a new service design group within a wider Customer Change and Business Readiness function, working alongside a service architect and fellow senior service designers.
What you'll do
- Explore the moments that matter to customers and colleagues, using data, insight and conversations with the people doing the work
- Design future services end to end, considering upstream, downstream and cross-channel impacts
- Help identify priorities and move initiatives through delivery and into continuous improvement
- Work on a varied portfolio, which could include a mobile app, knowledge and communications, channel consistency, and major customer journeys such as buying a first home, bereavement, power of attorney and financial difficulty
- Build relationships and influence decisions with colleagues, architects and senior leaders across the business
What we're looking for
- Proven experience designing services end to end across multiple channels
- The ability to look beyond a single touchpoint and understand wider impacts across the journey
Important
- A self-starting approach, and comfort working with ambiguity as the portfolio takes shape
- The ability to identify the right people, build relationships and navigate a large organisation
- A balanced view of customer, people and process needs
Not required
- Financial services experience. Full support is provided to learn the sector.
- Mastery of every service design tool. Techniques can be developed over time.
This would suit someone with a couple of years' hands-on service design experience who is ready for their next step up.
What's on offer
- Salary up to £60,000
- Annual bonus of up to 12%
- Pension contributions, plus further benefits tailored to different life stages
- Hybrid working from a Leeds office
- The chance to shape a new capability and make a visible impact on customer and colleague journeys across the business
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