Service Designer- 12 Month FTC

Yorkshire Building Society; Leeds; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Holiday

Bonus

Pension

Healthcare

My Benefits

Job summary

Yorkshire Building Society is seeking an experienced Service Designer to shape the future of digital services across customer and colleague experiences. You will lead discovery, map end-to-end journeys and define service definitions in collaboration with cross-functional teams within a major transformation programme.

You will bring a track record of delivering human-centred services, strong facilitation skills, and a good grasp of agile methods.

Qualifications

• Two years+ experience as a Service Designer or similar role.
• Strong portfolio showing end-to-end services, from research to implementation.
• Excellent understanding of digital technology and UX/Service Design collaboration.
• Experience in financial services environments is advantageous.

Responsibilities

• Lead Service Design activities, including facilitating stakeholder workshops and identifying customer pain points and business/tech opportunities.
• Develop customer journey maps, service definitions, service safaris, blueprints and user flows with cross-functional teams.
• Collaborate with Product, Developers, Marketers, Architects and frontline colleagues to ensure alignment of goals, feasibility, and user needs.
• Continuously research industry trends and share best practices in service design and digital transformation.
• Contribute to a culture of user-centred design across the organisation.

Skills

Service design

User research

Stakeholder mgmt

Facilitation

Agile methods

Communication

User journeys

Tools

Figma

Miro

Visio

Job description

Are you an experienced Service Designer looking for your next opportunity to make a difference? Do you want to work in a team where Service Design is more than just Blueprinting? A team that knows that UX design and Service Design work as partners but are not the same thing? Somewhere you can really make a difference? We are working on a major transformation programme which sees YBS redesigning and digitising our approach across all of our customer facing channels. As a Service Designer in YBS you will be a driving force in designing seamless experiences to drive those changes. We are looking for people who really understand the value end to end service design can bring.

In this role, you will play a crucial part in shaping the future of our customer and colleague experience by designing seamless, engaging, human-centred services.

Along with some fantastic benefits and a culture that’s focussed on our customers and colleagues, you will be a part of a collaborative and inclusive team. This is a hybrid role with remote working and some onsite presence in our central Leeds offices.

This is a 12-month fixed term contract (with the possibility of extending).

About the role

As Service Designer, you’ll shape the future of our digital services by working collaboratively with stakeholders and designers to come up with innovative ways to meet customer needs and solve business problems. You will –

• Lead Service Design activities including facilitating stakeholder workshops, identifying customer pain points, business/ technology opportunities and constraints in order to design excellent customer and colleague experiences
• Develop customer journey maps, service definitions, service safaris, service blueprints and user flows and work with the wider UX team and Business Analysts to design end-to-end services
• Collaborate with cross-functional teams (such as Product Managers, Developers, Marketers, Architects, frontline colleagues) and other stakeholders to ensure quality and alignment between business goals, technical feasibility, regulatory requirements and user needs throughout the design and delivery process
• Stay abreast of industry trends and requirements by continuously researching and sharing best practices in service design, digital transformation, and the financial services sector to ensure good outcomes for our customers
• Contribute towards our creative culture by helping to drive awareness and understanding of user centred design throughout YBS

About you

You’ll already have a proven track record of designing engaging services that meet the needs of the people that use them. You will have –

• At least two years' experience as a Service Designer or similar role, ideally within the Financial Services industry or a regulated environment
• A strong portfolio demonstrating your experience in designing end-to-end services, from research and ideation to prototyping and implementation
• A strong understanding of digital technology
• Expertise in research methodologies, data analysis and drawing conclusions from insight to drive improvements and challenge the status quo
• Highly proficient in design thinking principles and Service Design techniques along with an understanding of agile methodologies
• Excellent facilitation, communication, presentation, and stakeholder management skills
• A passion for creating user-centred solutions that meet customer and colleague needs and business objectives
• Curiosity, empathy, and creativity – getting to the heart of people’s needs, behaviours and motivations is your gift, and you use it to help solve their problems
• A willingness to learn and try new things - be it tools, techniques, or ways of working
• An understanding of AI and how it impacts customer experience and back end automation
• Experience in Service Design that includes frontline services is 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]