Service Design Lead

3 weeks ago

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

We are seeking a highly skilled Service Design Lead to join our team at the Financial Ombudsman Service. As a key member of our transformation portfolio, you will play a critical role in enhancing our service by setting the standard for modern, efficient, and accessible alternative dispute resolution.

Key Responsibilities
  • Apply best practice methods in customer-centred service design to achieve our customer experience ambitions.
  • Customer understanding: gather the necessary data and commission research to gain insights into our customers' needs, behaviors, and preferences.
  • Design and innovation: apply design thinking methodologies to map customer journeys, define touchpoints, and design service blueprints that outline the end-to-end customer experience.
  • Problem definition and solutioning: engage stakeholders in activities to gather feedback and validate service ideas.
  • Optimisation: analyse and optimise services to enhance the overall customer experience, proposing and working with others to implement changes to streamline processes and improve efficiency and customer experience.
  • Communication and visualisation: use visual tools and techniques to communicate service concepts, ideas, and improvements in an easy-to-understand format for varying audiences.
  • Engagement and collaboration: engage and collaborate with stakeholders throughout the design process at all levels of the organisation.
Requirements
  • A proven track record of using best practice service design methodologies to achieve meaningful improvements in a customer-focused service organisation.
  • 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.
  • 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.
Desirable
  • Holding a recognised certification and/or qualification in Service Design or Design Thinking, such as the Google UX design certificate or Service Design Practitioner certification through the Service Design Network.
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, including 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).

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