Service Designer (12-Month FTC)

JOB TITLE: Service Designer (12-Month FTC)

LOCATION: London
SALARY: £70,929 - £78,810
HOURS: Full Time
DURATION: 12-Months Fixed-Term Contract

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the London office.

At the heart of our organisation, the Chief Security Office (CSO) plays a vital role to keep our customers, colleagues and data safe. They lead everything from property security to colleague security education and preventing cyber-attacks. They offer a range of internal services which are critical to delivering secure change as well as services that ensure LBG is protected from everyday threats.

You will be joining the small Design Team working across the Chief Security Office (CSO), Platform. This Design team has been breaking new ground, showing the value in an area not normally associated with Design. You will be working directly with lab teams and Customer Journey Managers helping them to understand how internal business consumers experience their service, all with the aim of building a more consumer-focused and purpose-orientated mindset. We shape our own priorities, have permission to challenge and enable the Platform to make informed decisions based on data.

If you lead from the front, are not afraid to roll up your sleeves and want to continue to build design advocacy in this challenging and critical area, this position may be for you.

About the Opportunity

As a Service Designer, you'll work within our CSO Design Team, operating across the whole of the Chief Security Office Platform. You'll be comfortable in the core aspects of service design, ideally having experience in design research as well.

You will be able to quickly understand complex products, cutting through the noise to help the Platform understand the critical things to consumer experience and security outcomes. Needs gathering, research synthesis and Journey mapping will be in your comfort zone. You'll be at home communicating with senior stakeholders and facilitating workshops.

You'll love your craft being familiar with other Design disciplines, be able to spot opportunities for prototyping and shaping future work for Design delivery. You'll be an advocate for Design Thinking, helping our Customer Journey Managers and Product Teams take a more consumer and purpose-led perspective.

Your Responsibilities:

• Work in a technically focused environment, connecting complex security policies and products to consumer needs.
• Operate in short intervention cycles, helping teams to understand their products, explore the consumers' needs and identify opportunities to enhance security services.
• Plan and facilitate workshops to explore consumer needs, map journeys and identify points of friction or opportunity. You'll need to be able to synthesise the outputs and present findings in a way that ensures key decisions are well informed.
• Communicate with colleagues and stakeholders to tell the story of research, incorporating multiple perspectives and making the complex simple.
• Naturally collaborate closely with other designers, product owners and engineers.

What you'll need:

• You'll be highly motivated, proactive and driven to achieve individual and collective goals. You'll be happy to roll your sleeves up and get involved, building outputs and creating an environment that encourages innovation and continuous improvement.
• You'll have strong relationship building skills, an innovative approach to problem solving and will be credible when dealing with senior audiences, having the confidence to provide a healthy challenge where appropriate.
• You'll be able to connect silo products to see the bigger picture, able to work with lab colleagues to gather information and happy to coach Design Thinking methods.
• You'll possess calmness and resilience when under pressure, and the ability to respond to emerging priorities. Additionally, you'll have strong communication skills; will be effective in sharing ideas, issues, and implications to senior, technical and non-technical audiences.
• You will ideally have experience in research and design thinking methods.

And any experience of these would be useful:

• Experience working as a Service Designer.
• Applied Design Thinking / Service Design in non-customer facing environments.
• Ideally you would have undertaken consumer research, facilitated group sessions and worked with other design disciplines to create and test prototypes.

About working for us:

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

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. And it's why we especially welcome applications from under-represented groups.

We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%.
• An 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.
• A range of wellbeing initiatives and generous parental leave policies.

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!