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For Companies At a Glance
- Tasks: Lead service design excellence and create customer-centric strategies for a dynamic banking environment.
- Company: Join a forward-thinking bank focused on transforming design to enhance customer experiences.
- Benefits: Enjoy a remote-first role with flexible location options across the UK.
- Why this job: Channel your creativity in a leadership role that impacts customer satisfaction and business growth.
- Qualifications: Design degree required; experience in leading teams and creating impactful customer strategies essential.
- Other info: Collaborate with top design professionals and influence senior stakeholders in a supportive environment.
The predicted salary is between 43200 - 72000 £ per year.
Join us as a Head of Service Design
- If you’re a design thought leader with a proven track record in delivering design maturity transformation by increasing the value add through design in business, this could be the ideal role for you.
- You’ll be a part of the Design Executive Leadership Team (DLT) leading customer-centric end-to-end experience strategies that deliver against our customer’s needs and work towards a connected intuitive digital ecosystem.
- Working in a dynamic environment, you’ll be given a great platform to channel your creativity and deliver a positive digital experience for our customers.
- This is a remote-first role and location is flexible within the United Kingdom.
What you’ll do
As Head of Service Design, you’ll be accountable and responsible for delivering service design excellence within the bank’s commercial and institutional franchise across all customer segments, from startups to some of the largest corporate organisations and financial institutions in the world. You’ll drive customer-centric thinking in the bank, enabling our business to grow by succeeding for our customers first and foremost. In addition, you’ll support us in operating as a simpler and integrated business.
Day-to-day, you’ll be:
- Leading the service design experience strategy through designing, directing, and prioritising opportunities to achieve the best business outcomes.
- Representing the customer through our experience design strategic framework.
- Influencing and negotiating with senior stakeholders. Working closely with the DLT members and across the teams of UX Research, Design Operations, HCD (our in-house studio), and Design Strategy and Transformation.
- Utilising your knowledge of Service Design such as journey mapping, blue printing and best practices of collaboration and facilitation to define strategy and roadmaps.
- Working closely with risk colleagues to make sure that risks are properly identified and managed.
The skills you’ll need
To succeed in this role, you’ll be a skilled design leader from any design background or industry who is good at creating customer-centric experience strategies. You’ll also have experience of leading a high-performing team through coaching, mentoring and providing inspirational experience design leadership.
You’ll need:
- A design degree alongside a good understanding of end-to-end experience design, design thinking and business impact methodologies.
- The ability to build and maintain effective relationships with stakeholders at all levels.
- Demonstrable business acumen and experience in delivering commercial results through customer-centric design.
- Knowledge of design operating model with a broad understanding of digital business and customer touch points.
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Head of Service Design employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Design
✨Tip Number 1
Make sure to showcase your leadership skills in service design during networking events or industry meetups. Engaging with other design leaders can help you gain insights and potentially get referrals for the Head of Service Design role.
✨Tip Number 2
Stay updated on the latest trends in customer-centric design and service design methodologies. Being knowledgeable about current best practices will not only boost your confidence but also impress potential employers during discussions.
✨Tip Number 3
Consider reaching out to current or former employees of the company to learn more about their design culture and expectations. This insider knowledge can give you a significant advantage in understanding how to align your experience with their needs.
✨Tip Number 4
Prepare to discuss specific examples of how you've driven customer-centric thinking in previous roles. Highlighting measurable outcomes from your past experiences will demonstrate your ability to deliver commercial results through design.
We think you need these skills to ace Head of Service Design
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in service design and customer-centric strategies. Use specific examples that demonstrate your ability to lead design transformations and deliver positive outcomes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for design and how your background aligns with the role. Mention your experience in leading high-performing teams and your approach to creating customer-centric experiences.
Showcase Relevant Projects: Include a portfolio or case studies of relevant projects that showcase your skills in journey mapping, blueprinting, and collaboration. Highlight the impact these projects had on business outcomes.
Prepare for Interviews: Be ready to discuss your design philosophy and how you influence stakeholders. Prepare examples of how you've successfully navigated challenges in service design and led teams to achieve results.
How to prepare for a job interview at NatWest Group
✨Showcase Your Design Leadership
Be prepared to discuss your previous experiences in leading design teams and how you've successfully transformed design maturity within organizations. Highlight specific examples where your leadership directly contributed to improved customer experiences.
✨Demonstrate Customer-Centric Thinking
Illustrate your understanding of customer-centric design by sharing case studies or projects where you prioritized customer needs. Discuss how you utilized journey mapping and blueprints to enhance user experiences.
✨Engage with Stakeholders
Prepare to talk about your experience in influencing and negotiating with senior stakeholders. Provide examples of how you've built effective relationships and collaborated across teams to achieve business outcomes.
✨Understand the Business Impact
Be ready to discuss how your design strategies have led to measurable business results. Share insights on how you align design initiatives with commercial goals and demonstrate your business acumen.
