At a Glance
- Tasks: Lead the Service Design Team to innovate customer experiences across digital, telephony, and retail channels.
- Company: Join YBS, a member-focused organisation that values your individuality and career growth.
- Benefits: Enjoy 25 days holiday, flexible working, health benefits, and a generous pension scheme.
- Other info: Hybrid role with excellent opportunities for professional development and inclusivity.
- Why this job: Make a real impact in a transformative role while being part of a supportive team.
- Qualifications: Expertise in Service Design and strong communication skills are essential.
The predicted salary is between 50000 - 65000 £ per year.
As Service Design Lead you will manage and lead the Service Design Team working across YBS customer facing channels including digital, telephony and retail. You will set the direction for the team to ensure they fully contribute to strategic thinking across all customer channels (Digital, Retail, Customer Services) and drive service innovation across channels for the YBS group.
This is a hybrid role with remote working and some onsite presence in our central Leeds offices. This is a Fixed Term Contract for 12 months.
About the role:
- Lead the service design capability in YBS with a primary focus on front stage across all channels, ensuring customer’s needs are at the centre of our services and that services are consistent across channels, robust, inclusive, FCA compliant and support the delivery of commercial targets and strategy.
- Develop this emergent YBS capability to meet the needs of the transformation programme initially and YBS group strategy beyond.
- Provide guidance and feedback, being a positive role model to ensure the team's work meets high standards of quality.
- Support the Service Designers in influencing strategic decisions in services or journeys and be the point of escalation for disputes amongst stakeholders that the team cannot resolve.
- Lead and embed community of best practice for Service Design that extends beyond the team to driving uptake and engagement in service design thinking across YBS.
- Manage demand pipeline with effective resourcing strategies and engagement with business stakeholders.
About you:
- You will be a brilliant communicator, skilled at motivating a team and influencing stakeholders.
- You’ll know how to work collaboratively to advocate passionately on behalf of the customer to deliver great services.
- You will have expertise in Service Design across digital and customer facing channels.
- Experience of developing a Service Design capability and driving uptake in a complex organisation.
- In depth understanding of the digital technology, how it interfaces with and constrains customer experiences and how to innovate experience using novel technical or customer experience approaches.
- Outstanding facilitation and influencing skills including with C Suite.
- Deep understanding of inclusive design and how to deliver inclusively across the full Service stack (e.g. customer journeys, process, policy, technology).
- Proven track record of designing excellent services that deliver customer and commercial benefits with the ability to coach the team in the technical skills and strategic thinking required.
- Ability to work with ambiguous and complex information to deliver great customers and business outcomes and able to build capability in a team in these areas.
- Broad understanding of AI and how it can influence good services and a knowledge of MS365 an advantage.
About us:
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility:
We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.
Development:
We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity:
We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits:
- Holiday: You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- Bonus: At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
- Pension: We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
- Healthcare: Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- My Benefits: When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply? If you’re excited about this role and want to be part of the YBS team, apply now to send us your application.
Want more information? If you have any questions about this role, please contact Mike Peel on mpeel@ybs.co.uk.
Service Design Lead in Leeds employer: Yorkshire Building Society Group
Yorkshire Building Society Group is an exceptional employer, offering a dynamic work culture that values collaboration and innovation in Leeds. Employees benefit from a competitive package, flexible working arrangements, and ample opportunities for professional growth, making it an ideal place for those looking to make a meaningful impact through data-driven insights.
Contact Details:
Yorkshire Building Society Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead in Leeds
✨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 Yorkshire Building Society Group.
✨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 Yorkshire Building Society Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Design Lead in Leeds
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 Yorkshire Building Society Group.
How to prepare for a job interview at Yorkshire Building Society Group
✨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 Yorkshire Building Society Group'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 Yorkshire Building Society Group 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!
