Service Designer

At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.

Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience and we’re determined to move at pace.

Working alongside Customer Journey Owners, Process Improvement specialists and technology platform owners, you will help improve the experiences of our customers by designing and optimising our services. This work is critical to the success of the transformation portfolio, the achievement of our benefits and thus our strategic objectives.

Based on insights into the needs, behaviours and preferences of our customers, you will apply your expertise in customer-centred design thinking to design innovative service solutions, optimise service delivery, and create exceptional customer experiences. You will employ research, design thinking, prototyping, and collaboration to develop and improve services that align with our goals and provide value to customers.

This is a role which demands specialist technical skills in a customer-centred service design, alongside strong communication and influencing skills.

Key responsibilities

• Applying best practice methods in customer-centred service design to achieve our customer experience ambitions.
• Customer understanding: gathering the necessary data and commissioning the necessary research to gain insights into our customers’ needs, behaviours and preferences.
• Design and innovation: applying design thinking methodologies to map customer journeys, define touchpoints, and design service blueprints that outline the end-to-end customer experience.
• Problem definition and solutioning: engaging stakeholders in activities to gather feedback and validate service ideas.
• Optimisation: the ongoing analysis and optimisation of services to enhance the overall customer experience, proposing and working with others to implement changes to streamline processes, and improve efficiency and customer experience.
• Communication and visualisation: using visual tools and techniques to communicate service concepts, ideas, and improvements in an easy-to-understand format for varying audiences. This includes creating service design artefacts such as service maps, customer journey maps, personas and service blueprints to convey insights and recommendations to stakeholders.
• Engagement and collaboration: engaging and collaborating with stakeholders throughout the design process at all levels of the organisation, including through the facilitation of ideation and customer-centred design workshops.
• Being an advocate for customer-centricity, with the ability to develop and translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users.