Service Designer

We are looking for a talented Service Designer with experience of designing digital products and services, preferably in the financial services platform product space. You will help to map our multi-channel product and service environment adding new capability to our fast-growing design centre of excellence. You will be a creative and analytical thinker who is able to understand user needs and see the opportunities contained within the challenges of our organisation and market. You will have a strong portfolio of service design projects and be able to talk about your role in them.

Daily you will:

• Work with digital and technology colleagues, taking a top to bottom, front to back approach to design better digital banking products and services.
• Document service journeys, getting under the skin of what Customers and Colleagues are trying to accomplish, and use your understanding of our underlying platforms and systems to drive better product and service outcomes and experiences.
• Qualitative and quantitative research. Including:
  • Gathering and analysing relevant operational data
  • Gather user needs and map interactions across team boundaries – taking a multi-channel approach to your design based on analysis of research findings, data, and insight gathering.
• Participate in design discussions with teams and stakeholders.
• Identify measures to track the impact of the design efforts and changes across channels.
• Create and maintain maps of our product journeys, create service maps and blueprints.
• Support Design Leads, researchers and other senior design team members.
• Scoping and planning Service Design projects, with the support and review of your team lead.
• Running co-design sessions with users and stakeholders to develop solutions.
• Creating low fidelity prototypes to test service concepts and value propositions for a variety of touchpoints.
• Testing service concepts and gathering feedback.
• Think strategically, to assess how service concepts meet strategic / commercial / policy goals and fit within relevant constraints.
• Actively contribute to the wider Central Design Agency, by participating and leading internal events, projects and activities outside of client’s work

Profile

We’re interested in hearing from you, if:

• You are fluent in French
• You can demonstrate an evidence-based approach.
• You have created high-quality digital product and service design deliverables, including personas, experience maps, service maps, insights packs, user flow maps, and service blueprints.
• You have experience of gathering user needs and designing digital products and services that support those needs, especially in highly complex service and product areas.
• You have experience of analysing pain points within digital services and products and communicating and sharing design solutions that fulfil user needs and promote good business outcomes.
• You can conduct research and business analysis to inform our design decisions.
• You can plan, run and facilitate workshops and collaborate with senior stakeholders.
• You are the kind of individual who can easily “get customers and colleagues to talk”.
• You work confidently, collaboratively and closely with others.
• You are used to bring empathy, ideas, experience and human centred lenses into digital transformation.
• You have experience creating connections across organisation’s silos and ecosystems to make an impact.
• You are a confident communicator with an impeccable business x design instinct.
• You are a natural initiative-taker who bring out the best in others.
• You are brilliant listener and can help us grow our business without compromising standards, integrity or culture.
• You are comfortable with ambiguity and experimentation.

Desirable

• You have a strong understanding of lean and agile methodologies.
• Design-related degree or ability to show how other degree/experience relates to role.
• You are eager to understand our organisation using design to solve customer and business problems.
• Experience working with our software suite: Miro, Figma, Zeroheight, Protopie, Axure, Optimal Workshop, Lookback, Sketch, Adobe CC, Adobe XD.