Responsibilities
* Shape and define an experience vision and strategic initiatives, ensuring they are informed by colleague, customer, business and market insight.
* Plan, attend and facilitate workshops and discussions with stakeholders, ensuring business context, needs, and risks are well understood and decisions are well informed.
* Communicate clearly and confidently with colleagues and stakeholders to manage expectations, challenge constraints, deliver outcomes, and incorporate multiple perspectives when defining solutions.
* Work closely with Design Research to define key design themes and challenges, identify emerging issues and customer needs, and surface risks and pain‑point drivers.
* Use service‑design artefacts to create intuitive, engaging user experiences that align with both business objectives and customer expectations.
* Make strong design decisions, bringing the user perspective to the forefront, and measure and demonstrate the impact of your work.
* Take ownership of your own development and growth within the craft.
* Collaborate closely with other designers, product owners and engineers.
* Be an active member of the design community, sharing knowledge, generating ideas and embedding design principles across products, services and customer journeys.
* Work effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
* Advocate for Service Design with product teams, define new ways of working together more effectively, and help evolve the service‑design craft across the organisation.
* Shape experiences that are rooted in colleague, customer and business insight, working collaboratively across disciplines to deliver meaningful outcomes.
Qualifications & Skills
* Highly motivated, proactive and driven, with a strong desire to achieve both individual and collective goals.
* Strong relationship‑building skills and credibility with senior audiences.
* Calmness under pressure and excellent communication skills.
* Experience using research and design‑thinking methods.
* Ability to foster an environment that encourages innovation and continuous improvement.
* Comfortable working in an agile environment and collaborating with product owners and engineers.
Benefits
* Generous pension contribution of up to 15%.
* Annual performance‑related bonus.
* Share schemes, including free shares.
* Benefits you can adapt to your lifestyle, such as discounted shopping.
* 30 days holiday, with bank holidays on top.
* Range of wellbeing initiatives.
* Generous parental leave policies.
Equal Opportunity Statement
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health or neuro‑divergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
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