Service Designer

This role is based with NS&I’s Design and Validation, as part of a growing Service Design team, and will work on a major transformation programme, as well as continuous improvements to our products and services. The Rainbow programme aims to deliver an improved multi-channel digital banking experience that supports our customers to complete the jobs they’re looking to do. NS&I is moving from a single partner model, to working with a range of external partners with responsibilities including digital experience, customer interaction management, and core banking. In this transformation, service design will be key to ensuring a coherent experience for customers, however they access our services.

This role will also have a key role in establishing service design as a capability within NS&I. The role will suit someone who is a multi-disciplinary self-starter who can translate NS&I’s customer research and data into the features, experiences and services which will realise the organisation’s objectives.

The role will:

• Define how experiences and interactions flow and which services and actors underpin those journeys
• Codify the underlying flows of information and process across multiple systems, teams and service providers
• As part of the Service Design team, work with internal and external specialists in UX design, data, architecture, solution design, product management, and content to create and visualise a detailed understanding of our future customer offer
• Contribute to the development of a new Service Design capability

See attached role profile for list of key responsibilities.

Essential experience

• Stakeholder engagement skills including demonstrable experience in engaging with a range of disciplines and gaining buy in
• Experience in leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows
• Experience of Agile delivery and knowledge of Agile practices

Essential technical knowledge and skills

• Deep knowledge of service design techniques: service maps/blueprints, customer journey mapping, UX and CX etc
• Demonstrable strategic thinking and problem solving skills with the ability to influence others to drive change
• Ability to rapidly develop high-level service prototypes, journey maps and other outputs aims
• Good facilitation skills and the ability to bring a team together around a problem

Desirable qualifications, experience and technical knowledge and skills

• Experience of service design/UX within Government
• Experience in user research and usability testing
• Experience of Service Design within a regulated industry
• Experience of working on digital transformation programmes in large, complex organisations

We’ll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Making Effective Decisions
• Seeing the Big Picture
• Working Together