Senior Service Designer

Barclays Bank Plc; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution in Greater London is searching for a Senior Service Designer. The role involves designing end-to-end service journeys and enhancing user experience across digital and offline channels. Responsibilities include creating design assets and leading teams in achieving business outcomes. The ideal candidate will apply best practice design techniques and engage with stakeholders to foster alignment. Strong experience in user experience design and strategic thinking is essential. Join us to drive impactful user journeys.

Qualifications

• Experience in applying best practice design thinking and service design techniques.
• Ability to create high-quality design assets to drive business outcomes.
• Strong skills in customer journey mapping and service prototyping.

Responsibilities

• Lead the design of end-to-end service journeys for optimal user experience.
• Create design assets including service blueprints and prototypes.
• Engage in complex analysis of data to identify inefficiencies and recommend solutions.

Skills

Design thinking

User experience design

Stakeholder management

Team leadership

Strategic thinking

Job description

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.

Responsibilities

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customer's needs or pain-points to aid business understanding of the customer experience.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave. Join our Business Banking team as a Senior Service Designer, where will be responsible for designing end-to-end service journeys that help users achieve their goals. Your work will involve creating or improving transactions, products, and content across both digital and offline channels, collaborating with various parts of Barclays to deliver a seamless experience.

Experience in applying best practice design thinking and service design techniques, knowing the right approach to create high quality design assets to an exceptional standard to drive business outcomes.

Capture and document current-state processes across key functions, systems and data while Identifying inefficiencies, pain points, redundancies, and control gaps.

Be accountable for producing and maintaining service blueprints, customer journey maps and service prototypes.

Support the project team to manage and visualise outcomes and prioritise work, using best practice design techniques and practices to drive collaboration and diverse thought.

An ability to influence stakeholders who may hold competing objectives to gain support and alignment will be essential.

Some other highly valued skills may include:

• Relentlessly championing on behalf of the customer experience within a defined problem space by being inquisitive to drive understanding, alignment, and clarity to aid business decision making.
• Expertly actively listen to the needs of technical and business stakeholders and interpret them clearly for both audiences.
• Ability for balanced decision-making and strategic thinking.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.