Service & Experience Designer

We’re a specialist in retirement, but… we’re not your traditional financial services company and we’re not just looking for traditional financial services people. We need agile and ambitious people, who are passionate about doing the right thing for our customers. Committed to fulfilling our purpose, to help people achieve a better later life.

We have an exciting opportunity for a Service & Experience Designer, to join our business in an exciting period of growth and ambition – to be the UK’s most loved retirement specialist.

This role will play an important role in the designing our market leading experiences, creating highly engaging customer experiences that deliver on our vision and support the creation of new market offerings.

Key Responsibilities

• Play a key role in shaping the end-to-end service experience for our customers, by leveraging expertise in design thinking, UX research, and behavioural design, to  lead initiatives to optimise our existing service offerings and enhance customer satisfaction
• Utilise design thinking principles to identify opportunities for service improvement and innovation
• Work independently to develop and implement new service design strategies aligned with business objectives and customer needs
• Apply principles of behavioural design to influence customer decision-making and encourage positive financial behaviours related to retirement planning and promote positive financial behaviours
• Conduct in-depth UX research and usability testing to understand user behaviours, preferences, and pain points across various touchpoints within our existing journey
• Plan, execute, and analyse usability testing sessions using UserTesting to evaluate the effectiveness and usability of design executions and processes
• Independently lead workshops and design sprints involving cross-functional teams to ideate, prototype, and iterate on service design solutions
• Collaborate with stakeholders from product management, marketing, customer service, and IT departments to ensure alignment and buy-in for service design initiatives

Skills and Experience:

• Proven and successful professional experience in customer service design and an understanding of the product development lifecycle, either working in a consultancy or start-up
• Have experience of innovating within in organisations who are growing and building innovative customer experiences
• Have experience of working on high-profile project briefs with Senior members of organisations or stakeholders.
• Experience in design research, with a focus on human-centered research methodologies and techniques to support the iterative process and design decisions
• Some experience in various research methods, including usability testing and UX research
• Previous experience applying regulatory principles into service design
• Comprehensive understanding and application of service design and design thinking methodology
• Great visual and verbal communication skills
• Ability to learn about new markets and customer types quickly. Working knowledge of vulnerabilities and vulnerable customer and or aware off and adhere to inclusive design standards / web accessibility  (desirable but not essential)