Service Designer

5 months ago

London, United Kingdom Financial Ombudsman Service Full time

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Service Designer

Are you looking for a role that enables you to design innovative service solutions, optimise service delivery, and create exceptional customer experiences?

Contract: Permanent

Working hours: 35 hours per week

**Salary**: Circa £60,000 dependent on experience

Reporting to: Transformation Projects Enablement Manager

Location: London, docklands or Coventry. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office

At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.

Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience and we’re determined to move at pace.

Working alongside Customer Journey Owners, Process Improvement specialists and technology platform owners, you will help improve the experiences of our customers by designing and optimising our services. This work is critical to the success of the transformation portfolio, the achievement of our benefits and thus our strategic objectives.

This is a role which demands specialist technical skills in a customer-centred service design, alongside strong communication and influencing skills.

Key responsibilities-
- Customer understanding: gathering the necessary data and commissioning the necessary research to gain insights into our customers’ needs, behaviours and preferences.-
- Problem definition and solutioning: engaging stakeholders in activities to gather feedback and validate service ideas.- Optimisation: the ongoing analysis and optimisation of services to enhance the overall customer experience, proposing and working with others to implement changes to streamline processes, and improve efficiency and customer experience.- Communication and visualisation: using visual tools and techniques to communicate service concepts, ideas, and improvements in an easy-to-understand format for varying audiences. This includes creating service design artefacts such as service maps, customer journey maps, personas and service blueprints to convey insights and recommendations to stakeholders.- Engagement and collaboration: engaging and collaborating with stakeholders throughout the design process at all levels of the organisation, including through the facilitation of ideation and customer-centred design workshops.- Being an advocate for customer-centricity, with the ability to develop and translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users.
- To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:_

Minimum Criteria- A proven track record of using best practice service design methodologies to achieve meaningful improvements in a customer-focused service organisation.- Using data, insights and design thinking and agile ways of working to design, develop, test and iterate service offerings.- Ability to create service design artefacts and outputs, such as current and future-state user journeys, personas, service concepts, service blueprints and other artefacts.- Facilitating workshops, design sprints, ideation sessions or similar.- Critically breaking down complex problems in a fast-paced environment.- Ability to work at pace and manage competing priorities in a tight timeframe with a proactive mindset.- Strong stakeholder management skills, including at the most senior levels of the organisation, with the ability to balance competing views as part of the design process.- You should hold a recognised certification and / or qualification in Service Design or Design Thinking, such as (but not exclusive to) Google UX design certificate or Service Design Practitioner certification through the Service Design Network.
- Why Financial Ombudsman Service?_

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement, with the option to buy extra or sell days- Generous pension- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-wri

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