Service Designer - Credit Cards (12 Month FTC/Secondment)

Lloyd's; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A major UK financial institution is looking for a skilled user-centered designer to join their agile team in Manchester. Responsibilities include collaborating on projects, facilitating workshops, and leading design decisions to enhance services for customers. Candidates should have experience in context inquiries, customer journey mapping, and creative workshop facilitation. The position offers a comprehensive benefits package, including a pension contribution of up to 15%, annual performance bonuses, and generous leave policies.

Benefits

Generous pension contribution up to 15%

Discretionary annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

30 days' holiday plus bank holidays

Generous parental leave policies

Qualifications

• Experience in conducting contextual inquiry and interviews.
• Ability to lead creative workshop facilitation and co-creation tasks.
• Skilled in service design methodologies including customer journey mapping and service blueprinting.

Responsibilities

• Collaborate within a multidisciplinary team to define project scope.
• Facilitate workshops ensuring business needs are well understood.
• Lead design decisions while challenging existing constraints.
• Coach and mentor team members for their development.

Skills

Contextual enquiry

Interviews

Customer journey mapping

Creative workshop facilitation

Service blueprinting

Persona development

Job description

Responsibilities

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
• Collaborating closely within the multidisciplinary team of designers, product owners and engineers.
• Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
• Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
• Researching and documenting current state services and experiences, and prototyping future state services.
• Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
• Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service and customer journeys.

Qualifications

• Contextual enquiry
• Interviews
• Diary studies
• Questionnaire design
• Customer journey mapping
• Service blueprinting
• Creative workshop facilitation
• Storyboarding
• Service safari
• Persona development
• Co-creation
• Paper prototyping

Lloyds Banking Group is the UK's leading bank with over 30m customers and its biggest digital bank, with over 18 million active online customers. We've placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years. At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know. We also offer a wide-ranging benefits package, which includes:

Benefits

• A generous pension contribution of up to 15%
• Discretionary annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies