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For Companies At a Glance
- Tasks: Shape and improve customer service design through collaboration and innovation.
- Company: Join Virgin Money, a leading digital bank with a rich 180-year heritage.
- Benefits: Enjoy flexible working options and immediate benefits from day one.
- Why this job: Be part of a fun, fast-paced team making a real impact on customer experiences.
- Qualifications: Expertise in service design tools and a passion for enhancing customer journeys required.
- Other info: Remote work available; must have the right to work in the UK.
The predicted salary is between 49600 - 74000 £ per year.
Job Description
Business Unit: Customer Operations
Salary Range: £59,200 – £74,000
Location: UK Hybrid – with some quarterly travel to our hub locations in Glasgow/Newcastle
Contract type: Permanent – Full Time
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Take control of your career. Live a life more Virgin.
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Our Team
It’s an exciting time at Virgin Money as we grow our Service Design Centre of Excellence (CoE) within our Products and Channels team. We’re on an exciting journey, and we’ve got big plans for the future. It’s a fun and fast-paced place to be, and we want you to help take us to the next level.
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Service Design is the craft of looking holistically at a customer's overall journeys as they interact with different products and services and design target experiences we want to create for our customers.
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We are looking for talented, forward thinking Service Designer to join our team of highly skilled and passionate service deign practitioners as we create market-leading propositions and experiences for our customers.
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What you’ll be doing
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- In this highly collaborative role, you'll have a big impact on our organisation by shaping and improving how we design and deliver our services for customers. Your expertise will guide our strategic decisions, spark innovation, and ensure that we always prioritise our customer’s needs in the services we offer now and in the future.
- You will architect and partner with execution teams to enable ideal customer experiences, all while building the organization’s customer-centric culture. The ideal candidate for this position is a proven practitioner with a high capacity for follow-through, bringing together the science (data-driven, analytic skills) and art (design) of Customer Experience strategy.
- You will be responsible for baselining and diagnosing ‘as is’ customer journeys and ideating target state design grounded in customer research and analysis to deliver good customer outcomes under the virgin brand promise.
- You will identify key moments that matter along the customer journey lifecycle based on output and coordination with Customer Insight and Voice of Customer Analytics teams
- Forensically dissecting critical experiences, taking account of how people, processes, and technologies result in current customer experiences you will co-create new experience and process design with relevant cross-functional stakeholders, taking into account budgetary and other operational realities
- You will build the business case for making critical changes based on desired Service Design outcomes Journey and Insight Mapping
- Create holistic service design blueprints, including integrated journey/ process level mapping across CX, operations work- flows and technology systems.
- Stay updated with industry trends and incorporate relevant insights into the service design strategy.
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We need you to have
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- Expertise of process mapping, service blueprinting, being proficient in use of journey mapping tooling, such as Figma, MIRO, Visio
- A deep understanding of designing services that provide seamless and personalized experiences for customers within businesses of similar scale and nature (ideally in a Service Designer practitioner role)
- Extensive background in developing and implementing strategies that improve services to align with business goals and make customers happier.
- The ability to identify areas for improvement in services by aggregating and analysing customer feedback.
- Proficiency in creating and using metrics and indicators to measure service quality and make continuous improvements.
- Operational and digital strategy experience, in particular translating customer comments into strategic action while mapping customer journeys
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And there's no waiting around, you'll enjoy these benefits from day one.
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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.
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We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
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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.
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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 careers@virginmoney.com
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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.
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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
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Service Designer employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Designer
✨Tip Number 1
Familiarize yourself with the latest trends in service design and customer experience. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to Virgin Money's goals during your interview.
✨Tip Number 2
Network with current or former employees of Virgin Money, especially those in the Customer Operations or Service Design teams. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
✨Tip Number 3
Prepare to discuss specific examples from your past work that demonstrate your expertise in process mapping and service blueprinting. Highlight how you've used tools like Figma or MIRO to enhance customer experiences.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've previously aggregated and analyzed customer feedback to drive service improvements. This aligns perfectly with Virgin Money's focus on customer-centric strategies.
We think you need these skills to ace Service Designer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Service Designer position. Tailor your application to highlight how your skills and experiences align with the job description.
Showcase Relevant Experience: In your CV and cover letter, emphasize your expertise in process mapping, service blueprinting, and journey mapping tools like Figma or MIRO. Provide specific examples of how you've improved customer experiences in previous roles.
Highlight Customer-Centric Approach: Demonstrate your ability to prioritize customer needs in your application. Discuss how you've used customer feedback to drive service improvements and how you can contribute to Virgin Money's mission of making customers happier about money.
Craft a Compelling Cover Letter: Write a personalized cover letter that reflects your passion for service design and your understanding of Virgin Money's goals. Use this opportunity to explain why you're excited about the role and how you can help shape the future of their services.
How to prepare for a job interview at Virgin Money
✨Showcase Your Service Design Expertise
Be prepared to discuss your experience with process mapping and service blueprinting. Highlight specific projects where you used tools like Figma, MIRO, or Visio to create customer journeys that improved user experiences.
✨Demonstrate Customer-Centric Thinking
Illustrate how you've previously identified areas for improvement in services by analyzing customer feedback. Share examples of how your insights led to actionable changes that enhanced customer satisfaction.
✨Connect Strategy with Execution
Discuss your ability to bridge the gap between operational strategy and customer experience. Provide examples of how you've translated customer insights into strategic actions that align with business goals.
✨Stay Updated on Industry Trends
Show your passion for service design by discussing recent industry trends and how they can be applied to Virgin Money's service design strategy. This demonstrates your commitment to continuous learning and innovation.
