At a Glance
- Tasks: Design and document customer journeys to enhance user experiences.
- Company: Join an award-winning investment platform leading the UK market.
- Benefits: Enjoy a competitive salary, generous leave, and wellness support.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experiences in a dynamic environment.
- Qualifications: Experience in journey mapping and strong analytical skills required.
The predicted salary is between 55000 - 60000 £ per year.
Description
Title
Lead Service Designer
Location
Manchester or Leeds 3 days in office, 2 days remote
Salary
Who we are
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for nearly 30 years.
We’ve seen market highs and lows and been resilient throughout.
We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £80 billion and over 500,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments.
We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
Role Purpose
The Lead Service Designer is responsible for designing and documenting end-to-end customer journeys that help the organisation better understand customer experiences and identify opportunities for improvement.
Working within the Customer Experience team, the role applies journey mapping, service blueprinting and insight synthesis techniques to create a shared understanding of how customers interact with ii across digital, servicing and operational touchpoints.
The role works closely with Customer Insights, UX, Product, Customer Services, Operations and Commercial teams to bring together customer feedback, operational data and business knowledge into clear, evidence-based journey designs.
The Lead Service Designer facilitates collaborative workshops, develops journey artefacts and supports the identification and prioritisation of customer improvement opportunities that deliver measurable benefits for both customers and the business.
The role reports to the
Customer Journey and Experience Manager .
Key Responsibilities
- Journey Design & Service Blueprinting
- Create high-quality end-to-end customer journey maps and service blueprints using agreed CX standards and methodologies.
- Document customer interactions, front-stage and back-stage processes, supporting systems and operational dependencies.
- Capture customer needs, pain points and "moments that matter" throughout the journey.
- Ensure journey documentation remains accurate and reflects agreed changes over time.
- Research Synthesis & Customer Understanding
- Bring together insights from Customer Insights, Customer Services, Complaints, Operations, behavioural analytics and other available sources to build a holistic understanding of customer experiences.
- Identify customer pain points, root causes and opportunities through triangulation of multiple evidence sources.
- Translate research and operational insight into clear customer problems and opportunity statements.
- Workshop Facilitation & Stakeholder Engagement
- Plan and facilitate journey mapping and service blueprint workshops with cross-functional stakeholders.
- Build shared understanding of current customer journeys across teams.
- Challenge assumptions using customer evidence and encourage customer-centric decision making.
- Produce clear workshop outputs and agreed actions.
- Opportunity Assessment & Journey Improvement
- Identify opportunities to improve customer journeys through simplification, automation or experience redesign.
- Assess opportunities against customer impact, business value and delivery effort.
- Support the creation of prioritised improvement roadmaps alongside Product, Operations and Delivery teams.
- Work with delivery teams to ensure customer intent is maintained throughout implementation.
- Journey Measurement
- Support the definition of journey health measures and "moments that matter."
- Help maintain journey dashboards and performance reporting.
- Monitor journey performance and identify emerging trends or new opportunities for improvement.
- Collaboration
- Work closely with Customer Insights, UX, Product, Customer Services, Operations and Commercial teams to ensure a shared understanding of customer journeys.
- Support the Customer Journey and Experience Manager in embedding consistent journey management practices across the organisation.
- Contribute to a culture of continuous improvement and customer-centred design.
- Success Measures
- High-quality customer journey maps and service blueprints produced across priority journeys.
- Positive stakeholder feedback on workshops and journey outputs.
- Clear customer problems and opportunities identified through evidence-based analysis.
- Journey improvement opportunities adopted into business and product roadmaps.
- Journey health measures established and maintained for priority journeys.
- Increased organisational understanding of end-to-end customer experiences.
Requirements
- Key Skills
- Customer journey mapping
- Service blueprinting
- Customer research synthesis
- Workshop facilitation
- Strong analytical and problem-solving skills
- Excellent communication and visual storytelling
- Stakeholder engagement and collaboration
- Ability to simplify complex processes into clear customer journeys
Desirable Skills
- Experience using Figma, Miro or similar journey mapping tools.
- Knowledge of service design or design thinking methodologies.
- Familiarity with UX principles.
- Experience within Financial Services or another regulated industry.
- Understanding of operational processes and customer service environments.
- Awareness of Consumer Duty and customer outcome principles.
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Please Note
We will do our utmost efforts to respond to all applicants.
However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.
interactive investor operates in accordance with the UK Equality Act 2010.
We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation.
We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants.
We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.
Lead Service Designer in Manchester employer: Interactive Investor
Interactive Investor is an excellent employer that fosters a dynamic work culture, encouraging collaboration and innovation within its Data and Innovation team. With a hybrid working model based in Manchester, employees enjoy the flexibility of remote work while benefiting from professional growth opportunities and a commitment to data-driven decision-making that enhances customer engagement. The company values its employees by providing access to cutting-edge tools and resources, ensuring a rewarding and meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Designer in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Interactive Investor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Interactive Investor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Service Designer in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Interactive Investor:Your cover letter is your chance to shine! Tell us why you want to work at Interactive Investor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Interactive Investor!
How to prepare for a job interview at Interactive Investor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
