Service Designer

NatWest Boxed; City of Edinburgh; On-site; GBP 40,000 - 55,000; Full time

Job summary

Join a leading financial services provider as a Service Designer, where you'll create insight-led service blueprints and improve digital experiences. Collaborate with cross-functional teams to deliver innovative solutions in a fast-paced environment focused on customer needs.

Benefits

Flexible Hours

Hybrid Working

Qualifications

• Proven experience in driving user-centered service blueprints.
• Experience in a fast-paced, data-driven environment.

Responsibilities

• Designing and mapping service blueprints to address customer needs.
• Conducting user research activities to identify needs and pain points.
• Leading discovery and co-creation workshops.

Skills

Analytical Skills

Problem-Solving

Communication

Collaboration

Tools

Service Blueprinting

Customer Journey Mapping

Prototyping

Job description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Job Description

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 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 ensure the 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.
• Skills 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.
• A passion for customers and a problem-solving mentality, with proven ability to support customer research, map out customer journeys, and identify opportunities.