At a Glance
- Tasks: Design and enhance customer journeys for our Credit Card products, creating meaningful experiences.
- Company: Join Nationwide, a purpose-driven mutual committed to fairer finances.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Flexible working options available, with opportunities for professional growth.
- Why this job: Make a real impact on customer experiences while working in a collaborative environment.
- Qualifications: Experience in service design, customer outcomes, and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
It’s an exciting time to join our Unsecured Lending Team as a Service Experience Designer, where you’ll play a pivotal role in shaping outstanding customer journeys across our Credit Card products. Passionate about creating meaningful experiences, you’ll design and evolve end-to-end service journeys that deliver exceptional outcomes for our customers, as well as helping design future experiences as we bring our credit card books together.
Working holistically across products and touchpoints, you’ll bring service design to life by crafting experiences that are both innovative and fit for purpose. You’ll combine strong organisational skills with the ability to prioritise high-impact activity, ensuring every initiative delivers real value. Your expertise in storytelling and communication will enable you to confidently present to leadership teams, translating complex challenges and opportunities into compelling, actionable insights.
We are happy to consider flexible working approaches to help you perform at your best. This is a 12-month secondment opportunity. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be once a quarter in any of our UK offices.
If your application is successful, your hiring manager will provide further details on how this works. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
In this highly collaborative role, you’ll play a pivotal part in shaping how we design and deliver services, influencing meaningful change across the organisation. Your expertise will drive strategic decisions, ignite innovation and ensure that customer needs remain at the heart of everything we do, both now and in the future.
You’ll work closely with delivery teams to bring customer experiences to life, combining data-driven insight with creative design to shape a truly customer-centric culture. With a strong focus on both the science and art of customer experience, you’ll analyse and diagnose existing journeys, using research and insight to design future-state experiences that deliver positive outcomes aligned to the Virgin brand promise.
From defining and leading a consistent service design approach to owning the overall service strategy for unsecured products, you’ll oversee the creation of user personas, journey maps and service blueprints that vividly reflect customer experiences. You’ll uncover behaviours through data, identify and resolve key pain points, and bring the voice of the customer closer to the business through regular engagement with stakeholders, all while staying ahead of emerging trends to continuously elevate our service journeys.
You’re a passionate and experienced service design professional with a clear vision of what great customer outcomes look and feel like, combining insight, data and creativity to drive meaningful improvements. Confident influencing stakeholders and leading collaborative conversations, you thrive in fast-paced environments, using research and analysis to uncover opportunities, solve pain points and shape impactful strategies, underpinned by a strong understanding of unsecured products, customer needs and regulatory considerations.
As a minimum you will have:
- Solid expertise in customer experience and outcomes, with a clear vision of what excellent service should deliver
- Proven ability to develop personas, journey maps and service blueprints, supported by customer research and insight analysis
- Experience conducting root cause analysis to identify and resolve service pain points
- Confidence in leading forums, influencing stakeholders and building an effective professional network
- Solid understanding of agile methodologies and the ability to adapt quickly to shifting priorities
- Knowledge of unsecured products, including current customer experiences, Consumer Duty and vulnerable customer considerations
- Proficiency in service design tools and techniques, alongside experience using data, metrics and feedback to drive continuous improvement and inform strategy
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
- Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
- Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
- Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
- Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
There are all sorts of employee benefits available at Nationwide, including:
- 25 days holiday, pro rata
- Access to private medical insurance
- A highly competitive pension to help you build a strong foundation for retirement
- Access to an annual performance-related bonus
- Training and development to help you progress your career
- A great selection of additional benefits through our salary sacrifice scheme
- Life assurance to provide peace of mind for you and your loved ones in the event of your death
- Wellhub – access to a range of free and paid options for health and wellness
- Up to 2 days of paid volunteering a year
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Service Experience Designer in Newcastle employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, offering a collaborative and inclusive work culture that prioritises employee growth and well-being. As a Service Experience Designer, you'll benefit from flexible working arrangements, a competitive benefits package including private medical insurance and generous holiday allowance, and the opportunity to make a meaningful impact in shaping customer journeys within a purpose-driven organisation. Join us in a role where your contributions are recognised and celebrated, all while working in a supportive environment that values innovation and continuous improvement.
Contact Details:
Nationwide Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Experience Designer in Newcastle
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Nationwide Building Society.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Nationwide Building Society. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Experience Designer in Newcastle
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Nationwide Building Society.
How to prepare for a job interview at Nationwide Building Society
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Nationwide Building Society's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Nationwide Building Society offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
