Service Designer

NatWest Group; City of Edinburgh; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a talented Service Designer to lead the creation of user-centered service blueprints and innovative solutions. In this dynamic role, you'll collaborate with cross-functional teams to enhance digital experiences and drive product innovation in the Fintech space. Your expertise in service design tools and user research will be crucial in shaping effective strategies that meet customer needs. Join a forward-thinking company that values your skills and fosters a supportive environment for professional growth.

Qualifications

• Experience in creating user-centered service blueprints and solutions.
• Proficient in service design tools and techniques.

Responsibilities

• Designing service blueprints to improve internal processes.
• Conducting user research to identify pain points and opportunities.

Skills

Service Blueprinting

Customer Journey Mapping

Prototyping

User Research

Analytical Skills

Problem-Solving

Communication Skills

Stakeholder Management

Job description

• We’re looking for a service designer with proven expertise in creating insight-led service blueprints for complex processes and user-centered digital experiences.
• This is an opportunity to work in an environment where you’ll be challenged, trusted, and where your skills and talents will be valued and respected

What you'll do

You’ll be working within cross functional product teams to help deliver best in class solutions for our digital projects. Your role as a Service Designer will see you taking the lead in establishing new ways of working so that we can deliver new products within the Fintech innovation space.

Day-to-day, you’ll be:

• Designing and mapping service blueprints to address customer needs and improve internal processes
• Conducting and supporting user research activities (including interviews, surveys, usability testing and data synthesis to identify user needs, pain points and opportunities for improvement
• Collaborating with product and operations teams to design solutions to improve the internal processes to meet our OKRs
• Leading discovery and co-creation workshops to uncover customer needs and service opportunities
• Collaborating with cross-functional stakeholders to share feedback, ensure alignment and successful delivery of service design solutions

The skills you'll need

We’re looking for an experienced service designer who can work well in a fast paced and data driven environment. You’ll have proven experience in driving user-centered service blueprints and solutions for complex internal processes

You’ll also demonstrate:

• Proficiency in service design tools and techniques, including service blueprinting, customer journey mapping, and prototyping
• Skilled in leading workshops, conducting research, and developing service solutions from insights
• Strong analytical and problem-solving skills, focused on customer research and journey mapping
• Excellent communication, presentation, stakeholder management and collaboration skills
• Passion for customers and a problem solving mentality, with proven ability to support customer research, map out customer journeys and identify opportunities

Hours

35

Join us as a Service Designer

• We’re looking for a service designer with proven expertise in creating insight-led service blueprints for complex processes and user-centered digital experiences.
• This is an opportunity to work in an environment where you’ll be challenged, trusted, and where your skills and talents will be valued and respected

What you'll do

You’ll be working within cross functional product teams to help deliver best in class solutions for our digital projects. Your role as a Service Designer will see you taking the lead in establishing new ways of working so that we can deliver new products within the Fintech innovation space.

Day-to-day, you’ll be:

• Designing and mapping service blueprints to address customer needs and improve internal processes
• Conducting and supporting user research activities (including interviews, surveys, usability testing and data synthesis to identify user needs, pain points and opportunities for improvement
• Collaborating with product and operations teams to design solutions to improve the internal processes to meet our OKRs
• Leading discovery and co-creation workshops to uncover customer needs and service opportunities
• Collaborating with cross-functional stakeholders to share feedback, ensure alignment and successful delivery of service design solutions

The skills you'll need

We’re looking for an experienced service designer who can work well in a fast paced and data driven environment. You’ll have proven experience in driving user-centered service blueprints and solutions for complex internal processes

You’ll also demonstrate:

• Proficiency in service design tools and techniques, including service blueprinting, customer journey mapping, and prototyping
• Skilled in leading workshops, conducting research, and developing service solutions from insights
• Strong analytical and problem-solving skills, focused on customer research and journey mapping
• Excellent communication, presentation, stakeholder management and collaboration skills
• Passion for customers and a problem solving mentality, with proven ability to support customer research, map out customer journeys and identify opportunities

Hours

35

Job Posting Closing Date:

15/05/2025Ways of Working:Remote First

About the company

NatWest Group plc, is a majority state-owned British banking and insurance holding company, based in Edinburgh, Scotland.