Service Designer

**About Us** We are HUB Financial Solutions and we are looking for a passionate individual to join our multidisciplinary team and help us to improve our new cutting-edge digital financial advice solution "Destination retirement" (DR). This hybrid advice service helps peopleat the point of retirement to make the most of their savings and enjoy a better later life. We know that retirement finances are complicated. DR makes it simpler, it educates, informs and creates solutions for people in need of help in making some of the biggestfinancial decisions in their lives. We are really excited to welcome someone who can join us on this mission to change peoples' lives. HUB Financial Solutions is part of the Just Group (FTSE 250 company) - an established provider of retirement income products and services to individual and corporate clients. In 2021 we were named as one of the UK's 100 Best Large Companies to work for andaccredited as a 2-star organisation, representing outstanding levels of engagement. The role of service designer is split between research, and design with strong analytical skills. It would suit an ambitious individual who has the vision and skills to move the Destination Retirement service forward in new direction. You need to be a problemlover, have an analytical mindset, have great communication and interpersonal skills (both written and verbal) and you like to challenge but with diplomacy. **Within the role you will**: - You will plan and facilitate workshops and design sprints with your colleagues and customers, including ideation and co-creation, priority ranking, value proposition, service definition and customer experience mapping. - You'll be creating service design artifacts and produce deliverables, which will include research reports, user stories, user personas, sketches, prototypes and wireframes (mainly lo-fi), journey maps and service blueprints. - You will undertake regular detailed data analysis, collate insights and user experience testing. - You'll be embedded in a team where you can drive the direction and make a real impact. This means you can go deep and tackle real customer problems while working side-by-side with data, CX, propositions, UX design, copy and technology. - You will help to re-design and map multi-channel, multi-touchpoint end-to-end journeys of our services to improve customer experience, while ensuring we meet regulatory requirements. - You'll represent our customers. You will understand their problems, needs and you will help to uncover ideas that create real customer impact and bring business value. - You'll ensure that we build the right things the right way and support teams to evaluate and test their solutions to customer problems with the most suitable research methodology possible. - You'll be working directly with stakeholders, involving them openly in your processes, helping them distil project goals and objectives into requirements and championing the needs of customers throughout the project. - You will work in an environment that is new to Agile and Lean methodology and you'll be advocating and showing the value of iterative testing and design principles. **What we look for in you**: - You have a breadth of experience and applied knowledge in some of the following areas: Service design, Design research, UX research, User Experience Design, Product Design, Organisational Design, Strategic Design, Business Design, Innovation, or/and CX.We are open to speak to someone with less experience but strong academic background in one of the above mentioned or related disciplines - You are passionate about discovering customer problems and designing exceptional experiences. You've done it in the past by reviewing various insight sources, including internal data, conducting competitor analysis, looking at secondary reports (internaland external) and conducting hands-on primary research (mostly qualitative) - You have great facilitation skills (e.g. leading design sprints, mapping workshops, and research sessions, etc.) and full proficiency using remote collaboration tools like Miro, Mural, Lucidspark, etc. (at least one) - You are an innovative thinker with the ability to analyse and interpret multiple data sources to derive business solutions and propositional enhancements. - You have experience working in big organizations doing service design or related disciplines on the ground, improving processes and comfortable working with complex information architecture and getting things done - You are data curious with a strong analytical mindset and can present your findings in a logical and engaging way. You've got good understanding/some exposure to reviewing internal data (e.g. A/B testing data, VoC customer data, CRM reporting data) andused some of the following or similar tools: GA, Hotjar, SessionCam, Eloqua, ConfirmIt, Genesys, Dynamic 365, etc. - Some previous exposure to and understanding of design and prototyping tools such as Adobe, Sketch, InVision, Figma, Visio or other similar would be advantage **Working for us, you get your Just Rewards** - Such as a Competitive Salary, Pension Scheme and Life Assurance - Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday - Private Medical Cover and Income Protection, just in case - A Bonus Scheme that takes a balanced approach and looks at both 'in role performance' but also 'the behaviours and attitudes you exhibit at work' - FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site) - Plus we have a variety of Employee Funded Benefits available to our Employees via our Online Benefits Portal **We care about you and offer great work-life balance** - We want to work with the best people. If you're passionate about learning new things and keen to join our mission, you'll fit right in. - If you've got great experience, and you're great at articulating your thinking, we'd like to hear from you. - We also embrace flexible and hybrid working. We are very open to accommodate your needs around family and ensure great work-life balance.