Service Designer

We are looking for an experienced service designer who is an amazing systems thinker and a great UX designer with a passion for innovation. Due to the scale and complexity of this new platform it will require someone who is comfortable identifying impacted services and working with them to create a streamlined end to end experience.  An experience that could change how people think of their financial institutions and challenge how financial organization have thought of things like a “banking account”.

Changing how we think of creating value from selling products to solving needs.  From serving account holders to unique individuals and ultimately selling customers not on more products but the right products at the right time.  We are currently building a brand new team to support this work and if this sounds like an interesting challenge please reach out.

A day in the life:

• Get to say hi to an amazing multi-disciplinary team who truly cares about each other and our users (egos get checked at the door)
• Brainstorm and ideate on how to allow our users to bank less and live more
• Collaborate and problem solve through complex challenges with our product and technology partners
• Work with our research team to test and learn from various business users
• Design and prototype potential solutions
• Meet with other team members to ideate and update designs and concepts
• Go home at a decent hour

What you’ll need:

You are someone who wants to influence your own development and push the boundaries of design. You are experienced, under no-illusions about the challenge, but resolute to embody the change you want to see as part of a team of design-thinkers who will support one-another.

• Ideally 6+ years of Design Thinking or Service Design experience in practice
• Bachelor’s degree or equivalent experience
• Academic and applied deep knowledge in some of the following areas: Research, User Experience Design, Product Design, Organizational Design, Strategic Design, Business Design
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels including creating journey maps, blueprints and service prototypes.
• A passion for Customer Experience Design and its centrality to the future success of large organizations
• Excellent communication and storytelling skills, a confident presenter
• Strong project and people management skills. Must be able to function as a project leader as well as an individual contributor
• Experience of building effective partnerships and navigate complex organizations
• Proficiency with MS Office as well as design and prototyping tools such as Adobe, Sketch, InVision, or other similar, remote collaboration tools like Figma, Miro etc.

What you will be responsible for:

• Scoping: Write inspiring service design project proposals
• Co-creation: facilitate and run collaborative workshops. Partner with other designers from our UX team as well as technologists and product managers
• Discovery: Plan, conduct, report-on, and advocate for a variety of research methodologies to synthesize and communicate insights.
• Design and prototyping: create solutions ranging from a strategic level of 50,000 ft to a tactical one at 500 ft. Produce artefacts such as illustrated journey maps, service design blueprints, low-fi concept designs, service prototypes, value proposition proposals
• Training: Run design thinking training sessions to help leaders in the firm from non-design backgrounds who are key sponsors for us in understanding design and how we can help them achieve their goals
• Manage planning and delivery of projects (and where applicable team’s responsibilities)within the project, to time and quality measures
• Leading projects by smartly interpreting their challenges and driving towards the right solution, with a constant eye on value and impact
• Coach colleagues and stakeholders with less experience in service design in the tools and tricks of your trade

What would be extra awesome:

• Have an interest and potentially a passion for technology and how it can be leveraged to solve large challenges
• Is curious about financial wellness today and what it could look like tomorrow
• Experience working at a giant company with many moving parts and a wide array of opinions and needs
• Has some start up or entrepreneurial experience