Role Overview
We are looking for a Head of Service Design, a newly created role, to own our overall approach to service and experience design across our platforms, touchpoints and channels. Nest is the UK’s largest workplace pension scheme with over 12 million customers and more than £55 bn of assets under management.
The Service Design team helps support our Product teams in member and B2B ensuring we create a customer centric approach to our product design and experience through all our channels. Working closely with our Heads of Product and our Brand team, our Service Design team will own and maintain our design principles and ensure that our strategic delivery partner maintains alignment to our design standards.
If you have a passion for customer experience and service design we would love to hear from you!
Minimum Criteria
* Proven experience leading service design or user experience function ideally within a regulated business or design agency supporting a regulated business.
* Strong understanding of end-to-end service design and use of relevant tools and best practices e.g. Figma, Adobe XD, Miro.
* A portfolio of work that demonstrates application and skill set and approach to design thinking.
* Ability to communicate complex design concepts to diverse audience including senior leaders including our ExCo.
* Demonstrable track record of successful service transformation in an organisation going through considerable change a plus.
* Experience leading multidisciplinary teams and managing external technical delivery partners.
* Knowledge of accessibility, inclusive design and design standards and examples of applying this to your work.
Don’t worry if you think you don’t have all the key skills, it might be worth taking the few minutes to apply as we’re good at spotting potential and offer a generous training budget.
Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role.
Flexible and agile working
Everyone’s personal situation is different. To make the most out of hybrid working, we’ve introduced different ways of working, which include (subject to role requirements):
* hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
* reduce or vary working hours
* reduce or vary the days worked
* work compressed hours
* job share
Click here to see the benefits we offer at Nest.
For more information about our recruitment process click here.
Directorate/Department Overview
Nest is the UK’s largest workplace pension scheme with over 50 bn in assets under management and over 12 million customers. Our strategy has started an exciting transformation journey for Nest to continue to deliver and grow our business. As part of this transformation, the Customer Experience team has been created to own and transform our existing products and launch new products that our customers love to use and trust.
The wider Experience team includes Brand & Marketing, Propositions and our Customer Experience team who collectively have responsibility for leading the Experience for our customers. The Customer Experience team creates user-focused experiences by combining product ownership, design thinking, and business insight. We’re responsible for shaping the experience across all customer groups; members, employer providers, and distribution partners through various channels.
We prioritise delivering value through continuous feedback from customers and colleagues. Prototypes and mock-ups help us test ideas and refine experiences, while data guides our decisions and solution design.
Organisational Overview
Nest is an award-winning workplace pension scheme, the largest in the country.
Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.
Diversity, Equity and Inclusion
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio-economic background.
We also recognise the importance of diversity of thought and other forms of neurocognitive variation.
Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme.
We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.
Please note that this advert may close early if we receive a sufficient number of satisfactory applications.
If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: careers@nestcorporation.org.uk.
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