Service Designer

The Service Designer will be responsible for designing experiences that ensure customers can easily and securely use their banking services while minimising friction and frustration.

You’ll be working collaboratively as part of a multi-disciplinary team and will have the support of design organisations such as the Service Design Community of Practice where you can share learnings, network and much more.

Responsibilities

• Experience Strategy and Vision: Support the Team Design Lead in defining the end-to-end experience strategy for your area. Ensure it aligns with platform goals and customer needs. Stay updated on technology and competitor trends. Innovate new customer experiences.
• Design Methodology: Work within our design methodology and risk controls to ensure a consistent approach to design delivery. Use storytelling techniques to explain your design approach to key stakeholders.
• Customer Understanding: Collaborate with your design researcher (and design analyst if available) to ensure a full understanding of customer needs, behaviours, and pain points. Use these insights to define key design themes, challenges, and opportunities.
• Create Customer Journeys & Blueprints: Illustrate the interactions between customers and the service across various touchpoints to identify potential issues impacting the customer experience and opportunities for improvement.
• Facilitate Collaboration: Use a range of workshop techniques to support your design team and stakeholders in having productive conversations. Help your Team Design Lead keep those conversations moving over time.
• Stakeholder Engagement: Work closely with product owners, collaborate with design teams, and engage other relevant stakeholders to ensure your final designs align with business objectives and customer needs.
• Measurement & Evaluation: Identify the right metrics to evaluate the performance of our experiences. Work with stakeholders to track, assess, and contextualise performance.

What you’ll need

• Motivation & Innovation: Highly motivated, proactive, and driven approach to achieving individual and collective goals. Ability to foster an environment that encourages innovation and continuous improvement.
• Relationship Building: Strong skills in building relationships and an innovative approach to problem-solving. Credible when dealing with senior audiences, with the confidence to provide a healthy challenge where appropriate.
• Resilience: Calmness and resilience under pressure. Ability to proactively identify new or potential risks and respond to emerging priorities.
• Communication: Strong communication skills; effective in communicating ideas, issues, and implications to senior, technical, and non-technical audiences. Experience in research and design thinking methods.