Service Design Expert

3 weeks ago

Liverpool, Liverpool, United Kingdom Trust In SODA Full time

**Job Title:** Senior Service Designer (Could be a Lead)

**Location**: Flexible, with a focus on collaboration and innovation.

**Department:** Product & Design

**Reporting To:** Head of Design/Design Director

**Salary:** Competitive, based on experience.

**Benefits**: 25% Bonus, Flexible Working, Professional Development, and more

**Company Overview

At Trust In SODA, a leading fintech company, we're transforming the financial services landscape through innovation and customer-centric design. We're committed to delivering seamless and secure financial solutions to empower our clients and their customers in a rapidly evolving digital world.

**Role Overview

As a Senior Service Designer, you'll play a pivotal role in enhancing the end-to-end customer journey, optimising interactions and touchpoints across fintech products and services. This role is ideal for a designer who combines strategic thinking, creativity, and a deep understanding of service design. You'll collaborate closely with product managers, engineers, Product designers to craft innovative service solutions that meet the needs of our diverse user base.

**Key Responsibilities

  • Design customer journeys across multiple touchpoints, ensuring consistency and quality across each stage of the experience.
  • Conduct and interpret qualitative and quantitative research to gain insights into user needs, behaviours, and pain points. Translate these insights into actionable design solutions.
  • Work closely with cross-functional teams to align on design solutions that balance user needs, business goals, and regulatory requirements.
  • Develop service blueprints to illustrate service flows, interaction points, and user journeys. Facilitate user testing and feedback loops to refine designs iteratively.
  • Contribute to product strategy by identifying opportunities to enhance customer experience, streamline processes, and improve service quality.
  • Leverage analytics and customer feedback to continuously refine and optimise service designs for better usability, engagement, and satisfaction.
  • Provide guidance and support to junior designers, fostering a culture of collaboration, learning, and excellence within the design team.

**Key Skills & Qualifications

  • Experience: Minimum 5 years of experience in service design, with a strong portfolio demonstrating end-to-end design in the fintech or digital finance space.
  • Technical Skills: Proficiency in design tools such as Figma, Sketch, Adobe XD, and prototyping tools. Experience with journey mapping, service blueprinting, and process flow documentation.
  • User-Centric Mindset: Proven ability to design user-focused services that solve complex problems and enhance overall customer experience.
  • Analytical & Research Skills: Skilled in conducting user research, data analysis, and applying insights to inform design decisions.
  • Strong Communication: Excellent verbal and written communication skills with the ability to present design concepts clearly and persuasively to stakeholders.
  • Agile Methodology: Familiarity with agile workflows and experience in iterative design processes within cross-functional teams.
  • Education: Degree in Service Design, Human-Centered Design, Interaction Design, or related field (or equivalent practical experience).

**What We Offer

  • Flexible Working: Hybrid or remote working options.
  • Professional Development: Access to industry-leading training, workshops, and conferences.
  • Competitive Package: Inclusive of health benefits, bonuses, pension schemes.
  • Innovative Culture: Work within a company that values collaboration, creativity, and customer-first thinking in every project.

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