Senior Service Designer

The Role:

We are working to make saving and investing simple, rewarding, and reassuring whilst making an impact for the better. You will be part of a team that is designing digital experiences for and with our 6 million-plus users in over 26 countries around the world.  The Digital team’s main goal is to drive our transformation to a digitally enabled and experientially driven organization that not only delivers on the expectations of our users but delights them in the process.

Today we have almost 20 cross-functional teams working across 4 portfolios to make this happen. The portfolios cover our private, professional, and institutional clients, internal users, and cross-cutting elements of our digital experience platform. Whilst each portfolio has a longer-term vision we move this forward at pace through quarterly missions focused on clear objectives and key results.

As a Senior Service Designer, you will be in a critical role that directly shapes the omnichannel experiences we will provide for our customers, advisers, partners, and back-office operations informed by our Strategy and working in close partnership with digital product owners, feature teams, and senior leadership.

Key Work Level Accountabilities:  

       

Manager or Expert:

• For people managers, accountable for managing and motivating others to ensure the quality of delivery to customers and stakeholders
• For technical specialists, accountable for delivering expert advice or service, using specialist knowledge and subject matter expertise
• Applies judgment to deliver outcomes, evaluating a range of potential solutions, considering the impact for customers, cost, and risk
• Manages conflicts that may impact delivery
• Challenges have upwards given knowledge of delivery and awareness of complex systems and the broader picture
• Identifies and anticipates the need for changes to continuously improve quality and efficiency of output
• Manages resources and risks using expert judgment, know-how, and experience

Key Responsibilities for this role:

• Leading GV design sprints; solution design workshops facilitation techniques and artifact production
• Communicating effectively across mediums (verbally, visually, and in writing)
• Supporting & challenging digital product owners
• Agile ways of working
• Designing digital/self-serve journeys to become user’s desirable, feasible and viable channel-of-choice
• Fully utilizing Jira, Confluence, MS Office, Visio
• To lead GV design sprints & other workshops to drive human-centered, insight-led, problem-led outcomes
• To utilize personas, journey maps, and interviews to develop empathy & prioritize efforts
• To create artifacts of both style & substance which enables others to understand and action
• To steer new efforts by consulting prior retrospectives, at start-up
• To ensure true end-to-end is contemplated for everything we do (beyond the point of purchase)
• To identify risks & mitigations proactively
• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support the improvement of the overall control environment, customer outcomes, and a reduction in M&G’s operational risk.

Key Knowledge, Skills & Experience:

• You have very strong facilitation & communication skills (verbally, visually, and in writing)
• You have experience working closely with digital product owners
• You have extensive experience with Agile ways of working
• You have extensive experience with leading GV design sprints, associated techniques, and artifacts
• You have successfully designed digital/self-serve journeys which became the user’s desirable, feasible and viable channel-of-choice
• You are very proficient in Jira, Confluence, MS Office, Visio
• You have strong time-management skills
• You are very comfortable supporting multiple initiatives simultaneously
• You have worked in a highly-regulated industry such as financial services
• You have worked as, or closely with, a digital product manager