Service Design Engagement Lead

Business Unit: Service Design, COO

Salary Range: £43,200 - £60,000 per annum DOE + red-hot benefits

Location: UK Hybrid - Occasional travel to core Hubs, Newcastle, Glasgow or London

Our Team

We’re at our best when we have something to drive us forward, a belief that underlines who we are and what we do. Our Purpose is banking, but fairer, more rewarding and for the good of society – and that idea starts with every single one of us here at Virgin Money. Love creating Simply Brilliant Experiences? Your next adventure just might start here.

We have an amazing opportunity for someone to join our Service Design Centre of Excellence as a Service Design Engagement Lead – focusing on developing and implementing engagement strategies to enhance awareness and understanding of customer journey capabilities and service design across the bank. If you are self-motivated, enthusiastic, and ready to make a real difference to a new and exciting team then we are looking for you!

This role will play a key role in supporting the Service Strategy Lead to scale customer journey-led capabilities across the bank, working closely with cross-functional departments to ensure discipline and practices are properly communicated, understood and adopted to enable Virgin Money to innovate and create exceptional customer experiences.

What you will be doing:

• Developing and executing internal communications strategies to raise awareness and understanding of service design principles and methodologies across the Bank.
• Supporting the Service Strategy Manager with building relationships with key internal stakeholders (business leaders, teams, etc.) to encourage adoption of service design practices and facilitate cross-departmental collaboration.
• Organising and coordinating workshops, knowledge-shares, and training sessions to help teams across the Bank understand how service design can enhance their work processes and customer experience.
• Producing and distributing internal communication materials (newsletters, case studies, best practice guides) that highlight successful service design projects, methodologies, and outcomes.
• Identifying engagement metrics to monitor the success and effectiveness of comms and engagement efforts, in line with Centre of Excellence maturity.
• Collecting feedback from teams on their service design experiences and using this data to improve communication strategies and the integration of service design into Bank-wide processes.
• Iterating and optimising onboarding and training programs for service designers within the Centre of Excellence and Hubs.
• Articulating and promoting opportunities and a culture of design to increase our recruiting pipelines and attract great design talent, leveraging multiple communication channels and approaches.

We need you to have:

• Knowledge of communication best practice, with proven experience developing and executing internal communication strategies.
• Proficiency in using multiple communication channels and approaches.
• Strong background in stakeholder engagement and management, including engagement metrics.
• Experience in organising and coordinating workshops, training, and knowledge-sharing sessions.
• Demonstrated ability to produce engagement plans and required communication collateral across different channels to a range of audiences.
• Familiarity with onboarding and training program development.
• Understanding of change management principles.
• Flexibility in approach and ability to tailor comms/engagement as needed.
• Experience of PowerPoint (at least medium proficiency desirable).
• Proactive and excited by the role objective and putting the customer/our colleagues first to improve service.

And there’s no waiting around, you’ll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money

We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with. We’re putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people’s lives. We’re customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we’re able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money

Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team at careers@virginmoney.com.

Now the legal bit

Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we’ll need you to confirm you have the right to work in the UK. If you’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we’ll ask for six years of regulatory references, and once in the role, you’ll be subject to periodic employment checks.