Service Designer

7 hours 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 designing innovative solutions, optimising service delivery, and creating exceptional customer experiences.

Key Responsibilities
  • Apply best practice methods in customer-centred service design to achieve our customer experience ambitions.
  • Conduct customer research to gain insights into customer 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 implementing 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.
  • 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 in a tight timeframe 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 package.
  • Opportunities for personal and career development.
  • A fully equipped on-site gym and extensive well-being resources.
  • A beautiful and bright office with stunning views of the Thames.
How to Apply

Please upload an up-to-date copy of your CV, highlighting your relevant skills and experience. A statement of interest is also welcomed, but not essential.

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