At a Glance
- Tasks: Lead the Service Design Team to innovate customer experiences across digital, telephony, and retail channels.
- Company: Join a friendly and supportive team at YBS during an exciting transformation journey.
- Benefits: Enjoy competitive salary, generous pension scheme, health benefits, and 25 days holiday.
- Other info: Hybrid role with excellent career growth opportunities in a dynamic environment.
- Why this job: Make a real impact by driving service design improvements and shaping customer experiences.
- Qualifications: Expertise in Service Design and strong communication skills are essential.
The predicted salary is between 45091 - 45091 £ 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.
Why join us now? We are at a very exciting place in our transformation journey and this role will give you the brilliant opportunity to set direction, drive forward improvements and make a real impact, all whilst being part of a friendly, enthusiastic and supportive Experience Design team.
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
As Service Design Lead, you'll be passionate about making a difference by driving brilliant design practice, bringing the team and stakeholders on the journey with you. You will:
- Lead the service design capability in YBS with a primary focus on front stage across all channels, ensuring customers' 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 a 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 customer 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 our Benefits
Everyone's different. That's why we offer a wide range of benefits and rewards that we think you'll love whatever's important to you, and whatever stage of life you're at. Such as:
- Our pension scheme (where you can get up to 11% from us).
- On target bonus of 7% (with the opportunity to earn up to a maximum 15%).
- Access to brilliant health benefits.
- Life assurance at 6 times your salary.
- 25 days holiday (and the option to buy more).
- Cycle to work or an interest-free loan for an annual ticket.
- Wellbeing resources and tools.
- Retail and Leisure discounts.
Service Design Lead in Humber employer: Yorkshire Building Society (YBS)
Yorkshire Building Society is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Bradford. With a strong focus on employee development, we offer numerous growth opportunities and a competitive salary, ensuring that our team members are well-equipped to lead high-impact engineering initiatives. Join us to be part of a supportive environment where your contributions drive meaningful change and enhance our technology landscape.
Contact Details:
Yorkshire Building Society (YBS) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead in Humber
✨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 (YBS).
✨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 (YBS). 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 Humber
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 (YBS).
How to prepare for a job interview at Yorkshire Building Society (YBS)
✨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 (YBS)'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 (YBS) 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!
