Head of Service Design

Join us as a Head of Service Design

• If you're a design thought leader with a proven track record in delivering design maturity transformation by increasing the value add through design in business, this could be the ideal role for you.
• You'll be a part of the Design Executive Leadership Team (DLT) leading customer-centric end-to-end experience strategies that deliver against our customer's needs and work towards a connected intuitive digital eco-system.
• Working in a dynamic environment, you'll be given a great platform to channel your creativity and deliver a positive digital experience for our customers.
• This is a remote-first role and location is flexible within the United Kingdom.

What you'll do

As Head of Service Design, you'll be accountable and responsible for delivering service design excellence within the bank's commercial and institutional franchise across all customer segments, from startups to some of the largest corporate organisations and financial institutions in the world. You'll drive customer-centric thinking in the bank, enabling our business to grow by succeeding for our customers first and foremost. In addition, you'll support us in operating as a simpler and integrated business.

Day-to-day, you'll be:

• Leading the service design experience strategy through designing, directing, and prioritising opportunities to achieve the best business outcomes.
• Representing the customer through our experience design strategic framework.
• Influencing and negotiating with senior stakeholders. Working closely with the DLT members and across the teams of UX Research, Design Operations, HCD (our in-house studio), and Design Strategy and Transformation.
• Utilising your knowledge of Service Design such as journey mapping, blue printing, and best practices of collaboration and facilitation to define strategy and roadmaps.
• Working closely with risk colleagues to make sure that risks are properly identified and managed.

The skills you'll need

To succeed in this role, you'll be a skilled design leader from any design background or industry who is good at creating customer-centric experience strategies. You'll also have experience of leading a high-performing team through coaching, mentoring, and providing inspirational experience design leadership.

You'll need:

• A design degree alongside a good understanding of end-to-end experience design, design thinking, and business impact methodologies.
• The ability to build and maintain effective relationships with stakeholders at all levels.
• Demonstrable business acumen and experience in delivering commercial results through customer-centric design.
• Knowledge of design operating model with a broad understanding of digital business and customer touch points.