Lead Service Designer

TN United Kingdom; Cambridgeshire and Peterborough; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Lead Service Designer to transform customer experiences in financial services. This role offers a unique opportunity to shape a customer-centric strategy and work closely with cross-functional teams. You'll leverage empathic design practices to enhance customer journeys, ensuring inclusivity and accessibility. Join a dynamic team that values meaningful interactions and supports flexible working arrangements, allowing you to balance your professional and personal commitments. This position promises a rewarding career path where your contributions will make a real impact.

Benefits

Discretionary annual bonus

25 to 30 days holiday

Pension scheme with up to 10% matched contributions

2 paid days for 'giving back'

Enhanced maternity pay

4 weeks paid paternity leave

LinkedIn Learning access

Private Medical Insurance

Qualifications

• Extensive experience in user-centered design practices.
• Proficiency in service design principles and workshop facilitation.

Responsibilities

• Design services for key initiatives to realize customer strategies.
• Lead cross-functional teams to enhance end-to-end customer experiences.

Skills

User-Centered Design

Service Design Principles

Communication Skills

Commercial Awareness

Empathic Design Practices

Behavioral Science

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 regarding your office location within the specified areas, but please note that occasional travel to other offices may be required.

Working Pattern:

Our hybrid work style offers flexibility to support work-life balance. We value meaningful in-person interactions; thus, we work mostly remotely and in-office when collaboration is essential.

Benefits: Discretionary annual bonus, 25 to 30 days holiday, pension scheme with up to 10% matched contributions, 2 paid days for 'giving back', enhanced maternity pay (post-probation), 4 weeks paid paternity leave, LinkedIn Learning access, Snoop Premium, Private Medical Insurance.

We encourage applications even if you don’t meet all criteria; your unique strengths and eagerness to learn are valuable.

You and Your Team:

Have you considered improving people's relationship with their finances? Do financial institutions often fall short in supporting customers? Our purpose is to deliver caring banking, enabling customers to 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 clear mandate to implement a customer-centric strategy. It’s an opportunity to challenge the status quo in financial services 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 it into a truly customer-centric business. You will lead cross-functional teams to design and enhance end-to-end customer experiences, identify strategic opportunities, and align stakeholders with customer objectives.

Daily Responsibilities:

• Customer Strategy: Design services for key initiatives and projects to realize our customer and proposition strategies, 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, aligning with business vision, values, and strategy, while delivering exceptional customer experiences. Lead and collaborate with research teams to understand customer needs through recruitment, research design, fieldwork, and analysis.
• Customer Journey Mapping: Apply strategic and outside-in approaches to customer data to improve satisfaction and establish customer lifetime value.
• Customer Experience: Collaborate with stakeholders to understand, measure, and improve the customer experience throughout their journey.
• Vulnerable Customers: Incorporate best practices for inclusivity and accessibility into design processes.

Desired Qualifications and Experience:

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

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 communication with our recruitment team.

As the role involves working in a regulated environment, offers are contingent upon satisfactory background checks, including criminal record, credit, fraud, and employment references.

Work-Life Balance: We support flexible working arrangements, including part-time options, to help you balance commitments and maintain flexibility.

Why Work With Us?

We’re Vanquis Banking Group plc, a FTSE All Share company and a leading specialist bank since 1880. We responsibly lend to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is to deliver caring banking that helps customers seize life's opportunities.

We foster a rewarding, engaging, and supportive environment, offering competitive salaries, benefits, recognition schemes, pension schemes, and development opportunities. We are committed to supporting your career growth from day one.

Equal Opportunity Statement:

We celebrate diversity and inclusion, welcoming everyone regardless of identity, background, or circumstances. Your unique experiences enrich our teams and help us serve our customers better. Our goal is to help people lead better everyday lives.