Service Designer

1 month ago

London, Greater London, United Kingdom Financial Ombudsman Services Full time
About the Role

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.

Key Responsibilities
  • Apply best practice methods in customer-centred service design to achieve our customer experience ambitions.
  • Conduct customer understanding 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 creating 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, creating service design artefacts such as service maps, customer journey maps, personas, and service blueprints.
  • 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.
  • Experience in using data, insights, and design thinking and agile ways of working to design, develop, test, and iterate service offerings.
  • 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.
  • Critical thinking and problem-solving skills to break 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, with the ability to balance competing views as part of the design process.
What We Offer
  • A competitive salary and flexible benefits to suit our people.
  • 25 days holiday entitlement, with the option to buy extra or sell days.
  • Generous pension.
  • Employer-provided benefits such as private medical insurance, virtual GP, critical illness cover, life assurance cover, and more.
  • Choice of voluntary benefits, including technology scheme, cycle to work scheme, will-writing service, and more.
  • Employee Assistance Programme.
  • Extensive opportunities for personal and career development.
  • Fully equipped on-site gym open 24/7 (London office only).
  • Extensive Well-being resources, including on-site therapists (London office only).
  • Beautiful and bright London office looking over the Thames and near to mainline stations.
  • Our Coventry office is 2 minutes' walk from the main station.
  • Employee-led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work.

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