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: Opportunity for career growth and to influence strategic decisions in a dynamic environment.
- Why this job: Make a real impact on service design while working in a hybrid role.
- Qualifications: Expertise in Service Design and strong communication skills are essential.
The predicted salary is between 60000 - 68231 £ 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
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 drive 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 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 is 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 of 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 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
