Service Design Lead

Yorkshire Building Society; Leeds; Hybrid; GBP 65,000 - 80,000; Full time

Benefits offered by this job

Holiday 25 days + Bank Holidays

Bonus 7% target on eligible pay

Pension up to 11%

Private medical insurance

My Benefits portal

Job summary

Yorkshire Building Society is seeking a Service Design Lead to steer the Service Design Team across digital, telephony and retail channels. The role focuses on front-stage services, user-centred design, and cross-channel consistency while supporting the transformation programme and wider group strategy.

It is a hybrid role with some onsite Leeds presence and a 12-month fixed-term contract. You will lead, mentor and enable senior stakeholders, foster best practice, and drive service design

Qualifications

• Expertise in Service Design across digital and customer facing channels.
• Experience developing a Service Design capability in a complex organisation.
• In depth understanding of digital technology interfaces with customer experiences and how to innovate experiences.
• Outstanding facilitation and influencing skills including with C Suite.
• Deep understanding of inclusive design and delivering across the full Service stack.

Responsibilities

• Lead the service design capability in YBS with a primary focus on front stage across all channels, ensuring customer’s needs are at the centre of our services and that services are consistent across channels, robust, inclusive, FCA compliant and support the delivery of commercial targets and strategy.
• Develop this emergent YBS capability to meet the needs of the transformation programme initially and YBS group strategy beyond.
• Provide guidance and feedback, being a positive role model to ensure the team\'s work meets high standards of quality.
• Support the Service Designers in influencing strategic decisions in services or journeys and be the point of escalation for disputes amongst stakeholders that the team cannot resolve.
• Lead and embed community of best practice for Service Design that extends beyond the team to driving uptake and engagement in service design thinking across YBS
• Manage demand pipeline with effective resourcing strategies and engagement with business stakeholders

Skills

Service Design

Stakeholder management

Facilitation

Communication

Inclusive design

Tools

MS365

Job description

As Service Design Lead you will manage and lead the Service Design Team working across YBS customer facing channels including digital, telephony and retail.

You will set the direction for the team to ensure they fully contribute to strategic thinking across all customer channels (Digital, Retail, Customer Services) and drive Service innovation, across channels, for the YBS group.

Why join us now? We are at a very exciting place in our transformation journey and this role will give you the brilliant opportunity to set direction, drive forward improvements and make a real impact, all whilst being part of a friendly, enthusiastic and supportive Experience Design team.

This is a hybrid role with remote working and some onsite presence in our central Leeds offices.

This is a Fixed Term Contract for 12 months.

About the role

As Service Design Lead, you’ll be passionate about making a difference by driving brilliant design practice, bringing the team and stakeholders on the journey with you. You will –

• Lead the service design capability in YBS with a primary focus on front stage across all channels, ensuring customer’s needs are at the centre of our services and that service are consistent across channels, robust, inclusive, FCA compliant and support the delivery of commercial targets and strategy
• Develop this emergent YBS capability to meet the needs of the transformation programme initially and YBS group strategy beyond
• Provide guidance and feedback, being a positive role model to ensure the team's work meets high standards of quality.
• Support the Service Designers in influencing strategic decisions in services or journeys and be the point of escalation for disputes amongst stakeholders that the team cannot resolve.
• Lead and embed community of best practice for Service Design that extends beyond the team to driving uptake and engagement in service design thinking across YBS
• Manage demand pipeline with effective resourcing strategies and engagement with business stakeholders

About you

You will be a brilliant communicator, skilled at motivating a team and influencing stakeholders. You’ll know how to work collaboratively to advocate passionately on behalf of the customer to deliver great services. You will have –

• Expertise in Service Design across digital and customer facing channels
• Experience of developing a Service Design capability and driving uptake in a complex organisation
• In depth understanding of the digital technology, how it interfaces with and constrains customer experiences and how to innovate experience using novel technical or customer experience approaches
• Outstanding facilitation and influencing skills including with C Suite
• Deep understanding of inclusive design and how to deliver inclusively across the full Service stack (e.g. customer journeys, process, policy, technology)
• Proven track record of designing excellent services that deliver customer and commercial benefits with the ability to coach the team in the technical skills and strategic thinking required
• Ability to work with ambiguous and complex information to deliver great customers and business outcomes and able to build capability in a team in these areas
• Broad understanding of AI and how it can influence good services and a knowledge of MS365 an advantage

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Want more information?

If you have any questions about this role, please contact Mike Peel on [e-mail]