Lead Service Designer

Social network you want to login/join with:

Location: Bradford, Chatham, Petersfield, London

Closing Date: Friday 15 November 2024

Lead Service Designer

Location: Bradford, Chatham, Petersfield or London

We are happy for you to be based in any of our offices above, but please note that occasional travel to other offices will be required.

Working Pattern:

Our working style is hybrid, with flexibility to support work-life balance. We value meaningful in-person interactions, so we work mostly remotely and in the office when in-person collaboration is key.

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 2 paid days to ‘give back’, enhanced maternity pay (post-probation), 4 weeks paid paternity, LinkedIn Learning, Snoop Premium, Private Medical Insurance.

Don’t hesitate to apply even if you don’t meet all criteria; your unique strengths and eagerness to learn are valuable.

You and Your Team:

Have you considered the potential to improve people's relationship with their finances? Do financial institutions often fall short in supporting their customers? Our purpose is to deliver caring banking so our customers can make the most of life’s opportunities.

This role offers a chance to make a meaningful impact, supported by the CEO and ExCo, with a mandate to implement our customer-centric strategy. It’s a unique opportunity to challenge the status quo and demonstrate that banking with heart is possible.

As a Lead Service Designer, you will develop and champion the customer vision and strategy across VBG, transforming us into a truly customer-centric business. You will lead cross-functional teams to design and improve customer experiences, identify strategic opportunities, and align stakeholders with customer objectives.

In your day-to-day role, as a Lead Service Designer, you will:

• Customer Strategy: Design critical initiatives, projects, and programmes to realize our customer and proposition strategy, including defining goals, timelines, and strategies for new or improved customer journeys. Facilitate engaging workshops with stakeholders, customers, and colleagues, both remotely and in person.
• Design: Use empathic and user-centered design practices to develop solutions for products and services, considering business vision, values, and product strategy, while delivering excellent customer experiences. Lead projects with research colleagues to understand customer needs through recruitment, research design, fieldwork, and analysis.
• Customer Journey Mapping: Apply strategic focus and outside-in approach to customer data to create strategies that improve satisfaction and establish customer lifetime value.
• Customer Experience: Collaborate with key stakeholders to understand, measure, and improve all aspects of the customer experience across the customer lifecycle.
• Vulnerable Customers: Incorporate best practices for inclusivity and accessibility into the design process.

What will make you stand out?

• Extensive experience in empathic and user-centered design practices.
• Experience with service design principles, including user research, journey mapping, blueprints, prototyping, and workshop facilitation.
• Strong commercial understanding and business acumen.
• Excellent communication skills, both written and oral.
• Proven success in service design or related fields.
• Experience working in regulated or complex environments, preferably in financial services.
• Knowledge of inclusive design and accessibility principles.
• Experience in behavioral science is a plus.

The interview process:

• Initial 30-minute phone call with Talent Acquisition.
• 30-minute competency interview with the hiring manager.
• Up to 1-hour technical interview with the hiring manager.
• Final 30-minute interview with senior management, including a case study presentation.

Our process typically takes up to 4 weeks, but we accommodate your availability. You will have ongoing contact with our recruitment team.

As this role involves working in a regulated environment, offers are subject to background checks, including criminal record, credit, fraud, and employment references.

Your working life: If you prefer part-time work, we will try to accommodate this to support your commitments and work-life balance.

Why work for us?

We’re Vanquis Banking Group plc, a FTSE All-Share company and a leading specialist bank established in 1880. We responsibly lend to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is to deliver caring banking to help customers make the most of life’s opportunities.

We foster a rewarding, engaging, and supportive environment, offering competitive salaries, benefits, recognition schemes, pension schemes, and development opportunities to help you grow your career.

Equal Opportunity Statement

We embrace everyone’s unique strengths and identities. We are committed to creating an inclusive environment where all colleagues can thrive and support our customers effectively.