Service Design Lead - Hybrid, Digital & Channels

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

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