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Location: Bradford, Chatham, Petersfield, London
Closing Date: Friday 15 November 2024
Position: Lead Service Designer
Location: Bradford, Chatham, Petersfield or London
We are flexible on your office location but note that occasional travel to other offices may be required.
Working Pattern:
Hybrid work style with flexibility for work-life balance. We value in-person interactions, working mostly remotely and in-office when collaboration is needed.
Benefits: Discretionary annual bonus, 25-30 days holiday, pension with up to 10% matched contributions, 2 paid days for volunteering, enhanced maternity and paternity pay, LinkedIn Learning, Snoop Premium, Private Medical Insurance.
Don’t hesitate to apply even if you don’t meet all criteria; your strengths and eagerness to learn are valuable.
Your Role and Team:
Join us in transforming banking with a customer-centric strategy. As Lead Service Designer, you will develop and promote the customer vision, lead cross-functional teams, and design end-to-end customer experiences to enhance satisfaction and loyalty.
Key Responsibilities:
1. Customer Strategy: Design initiatives to realize customer and proposition strategies, define goals, and facilitate workshops.
2. Design: Create user-centered solutions, develop customer journeys and service blueprints, and conduct research with stakeholders.
3. Customer Journey Mapping: Use data to improve customer satisfaction and lifetime value.
4. Customer Experience: Collaborate across teams to enhance all aspects of the customer lifecycle.
5. Vulnerable Customers: Incorporate inclusive and accessible design practices.
Ideal Candidate:
* Extensive experience in empathic, user-centered design.
* Proficiency in service design principles, user research, journey mapping, prototyping, and workshop facilitation.
* Strong commercial awareness and communication skills.
* Experience in regulated or complex environments, preferably financial services.
* Knowledge of inclusive design and accessibility principles.
* Experience with behavioral science is a plus.
Interview Process:
* Initial phone screen with Talent Acquisition.
* Competency interview with the hiring manager.
* Technical interview with the hiring manager.
* Final presentation to senior management.
Process duration is around 4 weeks, flexible to your availability. Background checks will be required.
Work-Life Balance: Flexible part-time options available to support your commitments and preferences.
Why Join Us?
We are Vanquis Banking Group, a FTSE-listed, responsible lender serving 1.75 million UK customers through our brands. Our purpose is to deliver caring banking that helps customers make the most of life’s opportunities.
We foster a supportive environment with competitive salaries, benefits, training, and development opportunities. We value diversity and inclusion, welcoming all backgrounds and identities.
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