Service Design Lead

1 week ago

Skipton, United Kingdom Skipton Building Society Full time

Hours:
Full time Permanent role - 35 hours per week - Monday to Friday - 9am to 5pm

Flexible and Hybrid working from Skipton Head Office

**Salary**:
£60,000 Per Annum

Closing Date:
Tue, 7 May 2024

Lead Service Designer

Are you passionate about crafting seamless service experiences? Do you thrive on delving into the intricacies of human behaviour, motivations and needs?

Here at Skipton Building Society, we’re seeking a Lead Service Designer to drive our understanding of member needs and behaviours, enhancing our digital service offerings.

You will lead cross-functional team to design user-centered experiences, from concept through to implementation, ensuring alignment with our strategic objectives and brand.

You'll champion the advancement of service design practices at Skipton, promoting the value of user-centric approaches across the organization and fostering the professional growth of the team.

If you have a passion for design thinking, problem solving and collaboration to create experiences to delight our members this could be the role for you.

Sound good? We’d love to hear from you

What Will You Be Doing?

Working collaboratively across the organisation on many different projects including a major Digital Transformation programme you will- Develop and lead the implementation of a service design strategy that supports the delivery of our strategic priorities- Proactively identify opportunities for service improvement through analysis of existing customer journeys and touch points and external research of competitors and peers to ensure we continue to meet the ever-evolving needs of our members- Facilitate workshops and co-creation sessions to gather insights and create a collaborative approach to service design and improvement- Innovate and create concepts and solutions to complex problems that are simple, connected and easy to use- Own and create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints

What Do We Need From You?

You’ll have experience in- Hands-On Service Design: You've got to have some solid experience leading service design projects from start to finish. Knowing your way around service design principles, methods, and tools is key.- Putting Yourself in the User's Shoes: Empathy for users is huge. You've got to be all about understanding what makes them tick and what they need to make their lives easier.- Digging Deep with Research: You should be comfortable diving into different research methods, like talking to users, testing stuff out, and mapping their journey. It's how you figure out what works and what doesn't.- Being a Big Picture Thinker: You're not just about making things pretty. You need to see how your service design fits into the bigger picture of what the company is trying to achieve.- Leading the Pack: Leading a team means bringing people together and keeping them motivated. Workshops, guiding your team, and fostering a chill work vibe are all part of the gig.- A Great Communicator: Being able to explain your design ideas and research findings in a way that everyone gets is super important. Whether it's through words or visuals, you've got to nail it.- Solving Problems Like a Boss: You've got to be a bit of a problem-solving wizard. Finding new ways to fix issues and come up with fresh ideas is all part of the fun.- Keeping Things Organized: Project management skills are a must. You've got to be able to juggle tasks, stick to timelines, and keep everything running smoothly.- Always Curious: The design world is always changing, so you've got to be down for some continuous learning. Keeping up with the latest trends and tools will keep you on top of your game.

Basically, if you're creative, love solving problems, and can rally a team around a killer service design vision, you're on the right track

Who Are We?

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, with superb benefits, and you could be one of them; bringing with you new ideas on how we can keep customers at the heart of what we do.

This role is within the Experience function in Digital the team consists of UX Designers, User Researchers, Customer Empathy & Journey Design Specialists and the customer is at the heart of everything we do.

We collaborate with teams across the Society so we can create seamless experiences across every touch point.

The core purpose of the Experience function within Digital is to support the Building Society to continuously improve the customer experience for our members’ by being curious asking ‘why’ and designing innovative solutions for new products and services we offer.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where poss

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