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Lead Service Designer

2 months ago

Bradford, Bradford, United Kingdom Vanquis Bank Full time
About the Role

We are seeking a highly skilled Lead Service Designer to join our team at Vanquis Banking Group. As a key member of our organization, you will play a crucial role in developing and championing our customer vision and strategy, ensuring we deliver exceptional customer experiences across our products and services.

Key Responsibilities
  • Develop and implement customer-centric design strategies to improve customer satisfaction and loyalty.
  • Lead cross-functional teams to design and improve end-to-end customer experiences, identifying and prioritizing strategic opportunities and aligning stakeholders to customer objectives.
  • Design and facilitate engaging workshops with stakeholders, customers, and colleagues to gather insights and feedback.
  • Collaborate with insight and research colleagues to deeply understand customer needs, including recruitment, research design, fieldwork, and analysis.
  • Apply strategic focus and outside/in approach to customer data to create strategies that improve customer satisfaction across the bank, establishing customer lifetime value.
Requirements
  • Extensive experience of empathic and user-centred design practices.
  • Experience in using service design principles and methods, including user research, customer journey mapping, service blueprints, prototyping, and workshop facilitation.
  • Strong commercial understanding and business acumen.
  • Excellent communication skills, both written and oral, demonstrating clarity in thinking.
  • 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 or similarly complex environment.
  • Previous experience of working in financial services preferred.
  • Knowledge of inclusive design principles and designing for accessibility.
What We Offer

We offer a competitive salary, benefits package, and opportunities for professional growth and development. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our vision and values.

How to Apply

If you're a motivated and experienced Lead Service Designer looking for a new challenge, please submit your application, including your resume and a cover letter outlining your experience and qualifications.