Senior Service Designer

The Role:
This position full time, fixed term contract that will run for a minimum of 3 months.

Do you have what it takes to help us design and deliver the highest quality financial software to our clients? You do? Good. Then let us tell you more. You’ll become intimate with all the various users that touch our product. You will lead service design initiatives – planning, researching, blueprinting and generating insights and recommendations. You’ll then make sense of all this information and share your findings with the rest of the business – translating complex service design problems into recommendations that product teams and stakeholders can clearly understand. You’ll be a good storyteller. You’ll tell us stories that bring our clients and users to life and create engaging artefacts for teams to refer to. You’ll work with our global product teams to help them empathise with the vast array of users and persons that sit along the journey and help us validate that we are solving the right problems, based on what we’ve learnt.

You’ll help lead us into a new era of Service Design (it’s new to us) by using technology to help us to better consume and share insights more efficiently. You’ll work with senior stakeholders and help drive product and service strategy using evidence from today and expectations of future trends and technology. You’re a force for good and for change.

But the best thing about this job? You’ll get to help us implement delightful changes to processes and services that underpin our products being used by some of the world’s biggest financial brands. That’s a great feeling. We build software products and apps for the financial sector, but don’t worry if you’ve never worked in this sector. Realistically, you’ll have done lots of this sort of work before, to a very high standard and have the evidence and stories to prove it. If you’re still reading this, we need to talk.

What you will be doing:

• Work collaboratively with Product, Design and Engineering teams to help identify and plan user engagement opportunities and solve complex business problems

• Champion, organise and conduct quantitative and qualitative research with various external users, clients and stakeholders to help inform service and product roadmaps and initiatives

• Create artefacts that evidence deep customer insight, such as insight packs, personas, user journeys, 1 service blueprints, storyboards and more

• Work closely with delivery teams to help them understand and empathise with our users, and design and define the service design choices you recommend

What You Will Need:

• Demonstrated skills in stakeholder management, customer research, and service design, and creation of appropriate outputs including but not limited to customer journey maps, storyboards, and service design blueprints

• Contributing to one or more impactful products or strategic initiatives

• Consuming and conducting both qualitative and quantitative customer and end-user research to drive product and service designs at scale

• Educating and bringing along the journey team members with varying understanding of the service design craft to help with adoption and ultimately successful delivery of the initiatives you will work on

• Excellent communication skills: effective listening, good storyteller, ability to communicate design rationale and ability to work with a range of stakeholders