Lead Service Designer

As the Chapter Lead for Service Design, you will be responsible for:

• Collaborating and building strong relationships with internal stakeholders across Pensions as we navigate an enterprise-wide modernization journey
• Leading and coaching teams through qualitative and quantitative research activities to develop a shared understanding of the member experience.
• Identifying new opportunities and focus areas to positively impact the member experience and contribute to align Innovation project pipeline to the organization’s near and long-term goals.
• Leading the development of project plans and deliverables utilizing service design-based methodologies including in-depth interviews, surveys, insight synthesize, opportunity area prioritization, generative workshops, and rapid prototyping.
• Providing a business strategy lens and strategic guidance for project planning and deliverables; coach teams to understand project objectives and manage quality of deliverables by providing actionable feedback; ensure project deliver in a timely manner.
• Producing key insights, personas, journey maps, service blueprints, eco-system maps, conceptual designs, service and product prototypes, and communications design briefs that help internal stakeholders and delivery teams to align on problems and provide guidance for solutions.
• Be the internal expert and coach and lead teams to execute on service design methodologies; develop templates and frameworks to scale service design practices.
• Supporting or leading design facilitation sessions of cross-functional teams to capture, evaluate, and merge divergent ideas to create a better product, process, experience, or service.
• Conceiving and articulating entirely new value propositions that sync with member challenges and business objectives.

We are looking for you to be:

• Research-, CX- and future-oriented
• Interested in the mission of pensions
• Curious about he financial industry and its rapidly changing and highly disruptive external environment
• A growth mindset, constantly learning
• Excited to engage in a complex ecosystem and comfortable managing and creating opportunities for our business partners
• Passionate about leveraging innovation to create the strongest pensions administration platform in the world
• Equally passionate about building strong working relationships with product and technical subject matter experts

To succeed in this role, you have:

• A university/college degree with a focus in design, innovation, or equivalent practical experience.
• 5+ years’ experience in service design, growth or innovation strategy from a large organization or leading consultancy.
• Experience in workshop facilitation and stakeholder management.
• Vast experience in visual communication on deliverables such as presentations, journey maps, storyboards, service blueprints, etc.
• A thorough grasp of service design and innovation frameworks, methodologies, tools and processes across all areas including insight, commercials, and design.
• A critical thinking and entrepreneurial mindset (startup thinking, problem solver, forward thinking, comfortable dealing with ambiguity).