Principal Service Designer

• Be part of a design team that has a supportive, engaged and collaborative culture with great leaders who inspire and energise their teams
• Influence customer led solutions and deliver impactful design
• Uplift design maturity across the entire enterprise; become be part of this amazing change!

As a Principal Service Designer, supporting the Personal Everyday Banking experiences, you will

Lead the design of the end-to-end journey of a service by applying Human Centred Design (HCD) techniques to create world-class, inclusive, and resilient products and services for colleagues and customers.

• Lead the design across complex products and services and outcomes within their team/squad
• Lead Service Design in the domain, mentor and coach other designer in the team
• Partner with Domain Owners, Product Owners as a trusted advisor
• Deliver intended design outcomes and for ensuring design quality is met
• Sets direction and embed good practice within teams
• Make important decisions based on research and understand how this research impacts others
• Experience within finance or service industries

What You Will Bring

• Significant experience working as Service Designer or CX designer.
• Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design.
• Exceptional service design skills that utilise a variety of research methods and provides clear pathways forward
• Thorough expert analysis and synthesis skills – translates research insights into design solutions and provide strong rationale for the design decisions made
• Demonstrated ability to create artefacts such as insights and recommendations papers, customer journey maps, service blueprints, and personas / archetypes
• Advocate for the user and ensures user needs are well addressed in the solution design
• Demonstrates inspiring customer experience expertise to stakeholders and squad members
• Eloquently and confidently presents their research findings and solution ideas to senior stakeholders and leadership teams
• Excellent working knowledge of the design process, experience design methodologies and principles
• Proven experience setting and using design processes and tools to digitise experiences including the use of Figma, Optimal Workshop and Adobe Creative Suite

Your Skills And Experience

• Mindset – Deep understanding of human-centred design (HCD), applying customer-centric and design thinking to create outstanding customer and banker experiences; have a growth mindset striving for personal and organisational growth.
• Coaching and mentoring – Experience in coaching and mentoring others designers working in your squad/domain.
• Design Strategy – Highly experience in strategic design including identifying and evaluating value proposition, brand proposition, and conducting customer segment analysis.
• Journey Mapping and Service Blueprints – Highly experienced in setting the approach and creating stakeholder, empathy, and journey mapping, ecosystem mapping, developing service blueprints and creating personas and archetypes.
• Research and Testing – Create plans and perform a variety of research techniques including desktop research such as landscape and competitive analysis, literature reviews, benchmarking, and analytics; quantitative research such as contextual inquiry and qualitative research such as interviews and testing.
• Workshops and Co-design – Plan and run workshops, and co-design sessions to obtain desired outcomes and key actions.
• Accessibility – Strong experience applying accessibility guidelines to create inclusive design.