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Senior Service Designer

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Contract Opportunity: Senior Service Designer – £760 – £830 per day – Umbrella Inside IR35 A Global Bank is looking to bolster its Service Design team with experienced creative and driven Service Design Professionals. 6 Month Contracts plus extensions. The role of Senior Service Designer is a key position responsible for helping to lead and drive the implementation of the Customer Experience vision, whilst also growing our people and ways of working. This role provides an opportunity to work across cross-functional teams globally and to influence the direction of our business and senior leaders. In short, you can have a direct impact on shaping and delivering key experiences for millions of customers and thousands of colleagues around the world. In this role, you'll be responsible for: • Shaping and conducting research synthesis across multiple insight sources to structure hypotheses for key design questions; • Crafting end-to-end solutions with global, cross-functional teams to deliver an iconic banking ecosystem; • Creating and embedding customer (and business!) empathy and insights into the teams; • Strengthening the way teams define problems and hypotheses; • Inspiring and mentoring the wider team to build and evolve our Design Thinking mindset, tools and techniques, including facilitating and leading interactive Design Thinking sessions as a delivery lead or co-facilitator; • Helping to shape seamless processes that embed Design Thinking into the way our business creates solutions – consistently and at scale – alongside the Head of Customer Experience; • Further generating awareness, interest and support for Service Design and Design Thinking across the business. To be successful in this role you should meet the following requirements: • Proven experience within Service Design, particularly leading strategic design projects in a large organisation; • Experience as a manager/ leader is preferred; • Strong experience understanding and changing customer behaviour; • Outstanding ability to implement and improve customer experience capabilities by scaling design frameworks and tools to upskill teams, and create a common design vision and principles; • Proven ability to lead teams in applying the Design Thinking methodology to develop experiences in creative ways; • Proven success in influencing senior leaders to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do; • Experience delivering multi-channel designs or solutions across large-scale programs and businesses; • Ability to lead on the design and implementation of experiences across human and digital channels; • Experienced in facilitating end-to-end collaborative design sessions, including with large and/or senior audiences; • A genuine and relentless passion for creating customer-centric solutions that are also commercially viable and differentiating;

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