Senior Service Designer

The role

Simplicity isn’t easy. But that’s where you come in. You’ll oversee a tribe of multidisciplinary Product teams, made up of UXers, Researchers, Product Owners and Digital Analysts, inspiring collaboration and providing the strategic view needed to ensure that research and UX align. You need to be comfortable with research and detail, with the vision to see how we can transform insights into exceptional experiences. As the representative for our end-to-end service, you’ll own and maintain our service blueprint and facilitate service mapping across the business. Beyond that, you’ll lead the continuous strategic improvement of our products and services, making sure we provide our growing customer base with intuitively simple and memorable experiences.

This is a challenging role – we’re taking a 100-year-old industry online for the first time. There are no right answers and no set processes to follow. You’ll need to think on your feet, stay creative and be open to trying, failing, and trying again. We are.

The person

You need significant experience as a Service Designer, including expertise in mapping out key touchpoints, isolating dependencies and problem areas and recommending evidence-based actions. Extensive experience in facilitating mapping workshops is crucial, with the ability to work closely with and influence everyone across the business from Software Engineers to senior stakeholders. This is an opportunity to unite people from different disciplines to work together towards a shared goal and purpose, putting users at the heart of everything we do. A champion of the blueprint model, of agility and of digital services that are accessible to all, you will help to enable product decisions that meet user needs and lead to a commercial return.