Summary: The Lead Service Designer role in Glasgow involves leveraging service design expertise, particularly within the financial services sector, to enhance customer experiences. The position requires proficiency in service blueprinting, process mapping, and journey mapping tools, alongside a strong background in developing strategies that align services with business objectives. The designer will also analyze customer feedback to identify improvement areas and communicate findings to senior stakeholders.

Key Responsibilities:

• Utilize service design practitioner experience to enhance customer experiences within financial services.
• Develop and implement strategies to improve services in alignment with business goals.
• Identify areas for service improvement through customer feedback analysis.
• Create and utilize metrics to measure service quality and drive continuous improvements.
• Translate customer insights into strategic actions while mapping customer journeys.
• Communicate service design outputs effectively to senior stakeholders.

Key Skills:

• Service design practitioner experience, ideally in financial services.
• Expertise in service blueprinting and process mapping.
• Proficiency in journey mapping tools such as Figma, MIRO, and Visio.
• Strong understanding of designing seamless and personalized customer experiences.
• Experience in developing strategies to improve services.
• Ability to analyze customer feedback for service improvement.
• Proficiency in creating metrics to measure service quality.
• Operational and digital strategy experience.
• Strong communication skills for engaging with senior stakeholders.

Salary (Rate): undetermined

City: Glasgow

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other