At a Glance
- Tasks: Lead innovative service design to enhance customer experiences in a top financial institution.
- Company: Join a leading financial institution with a focus on strategic service design.
- Benefits: Competitive salary, professional development, and opportunities for impactful work.
- Other info: Diverse team culture with excellent growth opportunities.
- Why this job: Shape customer journeys and drive innovation in a dynamic environment.
- Qualifications: Experience in service design and strong collaboration skills required.
The predicted salary is between 80000 - 100000 £ per year.
Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design. As a Vice President Service Design in Operations Experience Design (OXD) organisation within the Commercial and Investment Bank (CIB), you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. You apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.
Job responsibilities
- Align business and customer experience objectives across multiple products and platforms.
- Champion the use of qualitative and quantitative research to identify pain points, opportunities for improvement, and enable innovation in products and features of moderate complexity.
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalised, and accessible experiences.
- Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
- Collaborate with stakeholders and product partners to integrate customer‑centric decision‑making, inform prioritisation, and develop experience‑led metrics to align business goals.
- Demonstrate the value of Service Design as a strategic partner to senior stakeholders.
- Can direct self and others in both planning and structuring the work, and executing on expected levels of quality.
Required qualifications, capabilities, and skills
- Experience or equivalent expertise in service design, experience design, or a related field, focusing on end‑to‑end customer experiences.
- Proven record in projects focused on end‑to‑end customer experiences.
- Demonstrated ability to create visual representations of user journeys, including journey mapping, service blueprinting, storyboarding, wireframes, and prototypes.
- Demonstrated expertise in creating direct and indirect experiences for diverse users.
- Ability to work in cross‑functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives.
- Experience with fast‑paced, iterative design approaches involving frequent testing and refining of concepts.
Preferred qualifications, capabilities, and skills
- Degree in relevant design discipline (e.g., Service Design, Product Design, Interaction Design, HCI), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience.
- Preferred experience working in complex business domains or in enterprise environments working on large‑scale transformation programs.
- User Research: Ability to plan and conduct user research to identify and articulate key factors influencing service use and effectiveness.
- User‑Centered Design & Problem Solving: Expertise in selecting appropriate approaches to lead projects towards outcomes that are user‑friendly, feasible to implement, and aligned with the business’ strategic vision.
- Proficiency in re‑framing problems and a fascination for problem‑solving.
- Workshop Facilitation: Skilled in leading teams to design and deliver engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders, and team members.
- Communication: Proficient in crafting clear and engaging visual and written communications, ensuring clarity and conciseness to effectively convey ideas and recommendations.
- Strategic Leadership & Implementation: A track record of forming well‑grounded strategic recommendations.
- Experience in working with stakeholders to identify feasible changes, outline timeframes and resource needs, and plan future work phases.
- Measuring success: Experience in creating, monitoring, and tracking OKRs to assess the success of individual, team or stakeholder initiatives.
Vice President Service Design employer: Job Search Place Limited
As a Vice President Service Design at our leading financial institution, you will thrive in a dynamic and inclusive work culture that champions innovation and collaboration. We offer exceptional employee growth opportunities, including access to cutting-edge training and development programmes, ensuring you can continuously enhance your skills while making a meaningful impact on customer experiences. Join us in a vibrant location where your expertise in service design will be valued, and your contributions will directly influence strategic initiatives that elevate our customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President Service Design
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your service design projects and showcases your ability to create seamless customer experiences. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising your storytelling skills. Be ready to share specific examples of how you've led cross-functional teams and delivered exceptional service design solutions. Make it engaging and relatable!
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications directly from candidates who are passionate about service design. It shows initiative and gives us a chance to see your enthusiasm firsthand.
We think you need these skills to ace Vice President Service Design
Some tips for your application 🫡
Show Off Your Service Design Skills:Make sure to highlight your experience in service design and how it aligns with the role. Use specific examples from your past projects that demonstrate your ability to create seamless customer experiences.
Craft a Compelling Story:We love a good story! When writing your application, weave in narratives that showcase your strategic thinking and problem-solving skills. This will help us see how you can influence our initiatives and lead cross-functional teams.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to convey your ideas and recommendations. Remember, we want to understand your thought process without getting lost in jargon!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Service Design Inside Out
Make sure you brush up on the latest trends and principles in service design. Be ready to discuss how you've applied these concepts in your previous roles, especially in creating end-to-end customer experiences. This will show that you're not just familiar with the theory but can also implement it effectively.
✨Prepare Your Storyboards
Since storytelling is key in this role, prepare compelling storyboards that illustrate your past projects. Highlight your strategic thinking and how you’ve collaborated with cross-functional teams to deliver exceptional service experiences. Visual aids can really help convey your ideas during the interview.
✨Research the Company’s Customer Experience
Dive deep into the financial institution's current service offerings and customer experience strategies. Identify any pain points or areas for improvement that you could address. This shows initiative and that you’re already thinking about how to enhance their services.
✨Practice Collaborative Scenarios
Expect to discuss how you work within cross-functional teams. Prepare examples of how you've facilitated collaboration and consensus in past projects. Practising these scenarios will help you articulate your approach to teamwork and problem-solving during the interview.
