Service Designer

As the Service Designer your main responsibilities will include:

•    Applying Human-Centred Design to individual journeys, by leading project/teams and squads through the design lab
•    Nurturing HCD skills in participants, and supporting training and upskilling business wide
•    Running design labs, help improve specific customer journeys
•    Sharing insights with the Head of Service Design, to improve Service Blueprints, when new information on how we could make them even better arises.
•    Day one: helping the Service Design Lead to articulate the initial Service Blueprints
•    Championing and communicating what gaps we need to close in each Service Blueprint.
•    Upskilling staff in the tools and application of HCD.

To be successful in this role, you will need: 

•    Relevant experience in designing Customer Experience or User Experience, either in an in-house or consulting capacity
•    Demonstrable experience of transforming customer experiences through the application of design methodologies such as, Design Thinking, Customer Centred Design (CCD), Human-Centred Design (HCD), ideally within a financial or professional services context
•    Proven talent applying CX/UX tools, such as Customer Experience (CX) research, customer interviews, insight synthesis, persona creation, User Experience research, analysis, market comparisons, customer journey design, prototyping and design iteration.
•    Familiarity with common design and delivery approaches, such as Agile, Lean, Sprint and common collaboration tools, such as Jira or Trello.
•    Post-graduate or technical accreditation in design, engineering or innovation-related business programs highly regarded
•    The ability to work collaboratively with diverse and senior stakeholders, to influence and deliver enhanced customer outcomes.