We're looking for an experienced Service Designer to join our Credit Cards design team in Chester (will also consider Manchester). This is a unique opportunity to define and enhance the journeys in which we engage and build relationships with our business customers, while supporting them with the right products, tools, and services to meet their needs. The services we design are crucial to supporting our customers to get the most from their online and mobile banking. It's a pivotal time as we relook at how we evolve the experience.
We need someone who can work effectively with product owners, business analysts, behavioural scientists, and fellow designers to take propositions from concept to reality. As a Lead Service Designer, your role will include:
1. Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
2. Collaborating closely within the multidisciplinary team of designers, product owners, and engineers.
3. Shaping and delivering programmes of research to ensure we are led by colleague, customer, and market insight when creating or enhancing our propositions and services.
4. Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs, and risks are well understood and that key decisions are well-informed.
5. Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
6. Researching and documenting current state services and experiences, and prototyping future state services.
7. Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
8. Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
9. Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service, and customer journeys.
Experience in a range of research and design methods, including at least some of the following, is critical:
* Contextual enquiry
* Interviews
* Diary studies
* Questionnaire design
* Customer journey mapping
* Service blueprinting
* Creative workshop facilitation
* Storyboarding
* Service safari
* Persona development
* Co-creation
* Paper prototyping
Lloyds Banking Group is the UK's leading bank with over 30m customers and its biggest digital bank, with over 18 million active online customers. We've placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses, and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow, and develop.
We keep your data safe. We'll only ever ask for confidential or sensitive information once you've been invited to an interview or accepted a verbal offer to join us, at which point we will run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group representative.
We're committed to creating a values-led, inclusive culture that reflects the diversity of the customers and communities we serve. We want our people to feel they belong and can be their best, regardless of background, identity, or culture. We have set diversity goals for senior roles, created health and wellbeing initiatives, and welcome applications from under-represented groups. We're disability confident and offer reasonable adjustments during recruitment.
Our benefits include:
* A generous pension contribution of up to 15%
* Discretionary annual performance-related bonus
* Share schemes including free shares
* Benefits that can be tailored to your lifestyle, such as discounted shopping
* 30 days' holiday, plus bank holidays
* Wellbeing initiatives and parental leave policies
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