Service Designer

HELP REIMAGINE TESCO BANK’S PROPOSITIONS AND SERVICES

At Tesco Bank, we recognise the strategic impact that design can have and are increasingly using it to solve wider business problems. Our products and services reach deep into our customers’ lives, their homes and families. Human-centred design allows us to create people-first propositions, services and experiences that make a meaningful difference.

In a short space of time, our Design Practice has created real business impact and is being recognised by industry peers across the world. We want to continue building on this and have an opening for a Service Designer in our Glasgow Design Studio.

Service Designers at Tesco Bank work in small teams with other designers, researchers and our colleagues in the business to deliver cross-channel services. They are responsible for creating service design deliverables using a human-centred design process.

They design the customer’s experience of our services and how the Bank delivers that service. They approach things systemically; and naturally zoom out to see the big picture, then dive in to nail important details. They work from value propositions to customer experience at scale and thrive in brining all of the pieces together.

Our Service Designers provide deeper understanding through their deliverables. They turn user needs into compelling and persuasive models, service concepts, service blueprints, specifications and other documentation. Their deliverables are both qualitatively and quantitively derived from user research.

Our Service Designers have design research skills and the ability to uncover peoples’ latent needs. They are able to plan and run immersive user research, prototype and concept testing, and usability testing.

Our Service Designers produce detailed documentation of existing services, such as service blueprints. They identify pain points for customers and our colleagues, and opportunities for improvement. They can use service blueprints and service specifications to design and define future services.

Our Service Designers involve customers and colleagues throughout the design process and collect evidence to support their designs. They run collaborative design workshops choosing the appropriate methods and design compelling activities. They understand how to structure pilots around meaningful hypotheses and collect evidence to support their proposed solutions.

They work iteratively to translate service design deliverables like service blueprints into changed business practices by front-line staff and management for real impact.

Key skills and experience

• Feed into the approach, work with Head of Service Design to scope projects.
• Understanding of the full suite of service design deliverables and experience creating them.
• Demonstrable understanding of how to change front-line operations, management structures and operating models to operationalise service design.
• Analysing and drawing relevant insights from data, design research, existing best practice and optimisation to inform design solutions.
• Working with a range of stakeholders to communicate and validate design solutions.
• Defining a design approach with support from senior colleagues.
• Planning personal capacity and managing workload to avoid project conflicts.
• Degree I relevant field such as Service Design, Product Design, Human Computer Interaction and Behavioural Psychology.
• Demonstratable experience in a commercial service design role with a strong emphasis on designing cross-channel services that are engaging, while addressing customer and business needs.

Interested? At Tesco Bank you’ll be solving difficult, challenging problems which make big differences to our customers. We give our team the support, time and backing that takes. If you want to work on projects that you’ll be proud of for the rest of your career, we want to hear from you.