Service Design Lead

4 weeks ago

London, United Kingdom Vanquis Bank Full time

**Who we are**:
Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.

Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.

Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

**You and Your Team**:
As a Service Design Lead you will lead the Service Design capability and development at Vanquis Bank. You will work closely with cross-functional teams in end-to-end customer experience implementation for digital and non-digital touchpoints.

Reporting into our Head of Customer Experience and Design you will use a strategic approach to identify opportunities, map key customer journeys, and deliver value to the business by a consistent, frictionless and human approach.

**In your day-to-day role, as a Service Design Lead you will**:

- Lead service design projects with technical and business stakeholders and cross functional teams. Define project goals, timelines, strategies and successfully implement the new or improved journeys.
- Lead projects with insight and research colleagues to deeply understand our customer’s needs.
- Prototype and test user-centred end-to-end journeys with customers while meeting business objectives.
- Be an ambassador of inclusive design and accessibility by demonstrating on results on the execution.
- Define a service strategy with the objective of self-service.
- Be able to manage stakeholders and approval banking processes.
- Take decisions based on data and insights.
- Awareness of trends and service design performance to recommend improvements based on customer feedback and customer expectations.
- Lead workshops with stakeholders, customers and colleagues, both remote and in person.

**What you will bring to the team**:

- Experience of empathic and user-centred design practices.
- Service design principles and methodologies.
- User research.
- Customer experience design and customer journey mapping.
- Service blueprints.
- Prototyping.
- Knowledge of inclusive design principles and designing for accessibility.
- Experience in service design and user-centred design or related fields, with a proven track record of success.
- Experience of working in a regulated environment.

**Why Vanquis?**

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in a bright and refreshingly relaxed environment, you will find your opinions are valued and listened to..

**On top of all this, we will give you a package including**:

- Discretionary annual bonus
- Hybrid working considered
- Up to 30 days holidays in addition to bank holidays
- Pension Scheme with matched company contributions up to 5%
- Private Medical Insurance
- Extensive opportunities for personal and career development
- Opportunity to grow, develop and learn
- Colleague Perks at Work discount platform
- Season ticket loan
- 1 paid day to ‘give back’ to local communities or chosen charity

We strive to constantly improve the way we look after our people and have created an environment where everyone feels valued and can be themselves. We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.

We’re an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

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