Service Designer

2 months ago

London, Greater London, United Kingdom Financial Ombudsman Services Full time
Join Our Team as a Service Designer

We are seeking a skilled Service Designer to join our team at the Financial Ombudsman Service. As a Service Designer, you will play a critical role in enhancing our service by setting the standard for modern, efficient, accessible alternative dispute resolution.

About the Role

This is a challenging and rewarding role that demands specialist technical skills in customer-centred service design, alongside strong communication and influencing skills. You will work alongside Customer Journey Owners, Process Improvement specialists, and technology platform owners to improve the experiences of our customers by designing and optimising our services.

Key Responsibilities
  • Apply best practice methods in customer-centred service design to achieve our customer experience ambitions.
  • Gather data and commission research to gain insights into our customers' needs, behaviours, and preferences.
  • Design and innovate services using design thinking methodologies, mapping customer journeys, defining touchpoints, and designing service blueprints.
  • Engage stakeholders in activities to gather feedback and validate service ideas.
  • Optimise services to enhance the overall customer experience, proposing and working with others to implement changes to streamline processes and improve efficiency.
  • Communicate service concepts, ideas, and improvements using visual tools and techniques for varying audiences.
  • Engage and collaborate with stakeholders throughout the design process, facilitating ideation and customer-centred design workshops.
Requirements
  • A proven track record of using best practice service design methodologies to achieve meaningful improvements in a customer-focused service organisation.
  • 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 with a proactive mindset.
  • Strong stakeholder management skills, including at the most senior levels of the organisation.
What We Offer

We offer a competitive salary, flexible benefits, and a range of perks, including 25 days holiday entitlement, a generous pension, and extensive opportunities for personal and career development.

We are committed to being an inclusive employer, attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves.

We welcome applications from underrepresented groups across all communities, particularly Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

Check out our channels to find out more about everyday life at the Financial Ombudsman Service.

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