Lead Service Designer

Vanquis Bank; Bradford; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

Join Vanquis Bank as a Lead Service Designer to transform banking through a customer-centric approach. You'll develop the customer vision, lead teams, and design experiences aimed at enhancing satisfaction and loyalty in a supportive, flexible environment.

Benefits

Discretionary annual bonus

25-30 days holiday

Pension with up to 10% matched contributions

2 paid days for volunteering

Enhanced maternity and paternity pay

Private medical insurance

LinkedIn Learning

Snoop Premium

Qualifications

• Extensive experience in empathic, user-centered design.
• Proficiency in service design principles.
• Strong commercial awareness and communication skills.

Responsibilities

• Design customer strategies and facilitate workshops.
• Create user-centered solutions and develop customer journeys.
• Collaborate across teams to enhance customer lifecycle.

Skills

User research

Prototyping

Journey mapping

Empathic design

Workshop facilitation

Job description

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Location: Bradford, Chatham, Petersfield, London

Closing Date: Friday 15 November 2024

Position: Lead Service Designer

Location: Bradford, Chatham, Petersfield or London

We are flexible on your office location but note that occasional travel to other offices may be required.

Working Pattern:

Hybrid work style with flexibility for work-life balance. We value in-person interactions, working mostly remotely and in-office when collaboration is needed.

Benefits: Discretionary annual bonus, 25-30 days holiday, pension with up to 10% matched contributions, 2 paid days for volunteering, enhanced maternity and paternity pay, LinkedIn Learning, Snoop Premium, Private Medical Insurance.

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

Your Role and Team:

Join us in transforming banking with a customer-centric strategy. As Lead Service Designer, you will develop and promote the customer vision, lead cross-functional teams, and design end-to-end customer experiences to enhance satisfaction and loyalty.

Key Responsibilities:

1. Customer Strategy: Design initiatives to realize customer and proposition strategies, define goals, and facilitate workshops.
2. Design: Create user-centered solutions, develop customer journeys and service blueprints, and conduct research with stakeholders.
3. Customer Journey Mapping: Use data to improve customer satisfaction and lifetime value.
4. Customer Experience: Collaborate across teams to enhance all aspects of the customer lifecycle.
5. Vulnerable Customers: Incorporate inclusive and accessible design practices.

Ideal Candidate:

• Extensive experience in empathic, user-centered design.
• Proficiency in service design principles, user research, journey mapping, prototyping, and workshop facilitation.
• Strong commercial awareness and communication skills.
• Experience in regulated or complex environments, preferably financial services.
• Knowledge of inclusive design and accessibility principles.
• Experience with behavioral science is a plus.

Interview Process:

• Initial phone screen with Talent Acquisition.
• Competency interview with the hiring manager.
• Technical interview with the hiring manager.
• Final presentation to senior management.

Process duration is around 4 weeks, flexible to your availability. Background checks will be required.

Work-Life Balance: Flexible part-time options available to support your commitments and preferences.

Why Join Us?

We are Vanquis Banking Group, a FTSE-listed, responsible lender serving 1.75 million UK customers through our brands. Our purpose is to deliver caring banking that helps customers make the most of life’s opportunities.

We foster a supportive environment with competitive salaries, benefits, training, and development opportunities. We value diversity and inclusion, welcoming all backgrounds and identities.