Senior Service Designer - Credit Cards (12-Month FTC/Secondment)
Posted 2 weeks ago by Lloyds Banking Group
Negotiable
Undetermined
Hybrid
Manchester, England, United Kingdom
Summary: The Senior Service Designer role involves leading the design and enhancement of customer journeys within the Credit Cards team, based in Chester or Manchester. This position requires collaboration with various stakeholders to develop services that meet business customer needs, particularly in online and mobile banking. The role emphasizes research, prototyping, and effective communication to ensure user-centered design principles are applied. The successful candidate will also mentor others and contribute to the design community within the organization.
Key Responsibilities:
- Work effectively as part of agile teams to uncover priorities and define scope.
- Collaborate with multidisciplinary teams of designers, product owners, and engineers.
- Shape and deliver research programs guided by insights from colleagues, customers, and the market.
- Facilitate workshops and discussions to ensure business context and needs are understood.
- Communicate with colleagues and customers to manage expectations and incorporate perspectives.
- Research and document current state services and prototype future state services.
- Lead others in making experience design decisions and challenge constraints.
- Take responsibility for personal development and mentor others.
- Actively participate in the design community to share knowledge and embed design principles.
Key Skills:
- Experience in a range of research and design methods, including contextual enquiry, interviews, and customer journey mapping.
- Proficiency in service blueprinting, creative workshop facilitation, and storyboarding.
- Ability to develop personas and conduct co-creation sessions.
- Experience in paper prototyping and leading design discussions.
- Strong communication and collaboration skills.
- Ability to mentor and coach others in design practices.
Salary (Rate): undetermined
City: Manchester
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
JOB TITLE: Senior Service Designer (12-Month FTC/Secondment)
LOCATION(S): Chester / Manchester
GRADE: F
HOURS: Full-Time
DURATION: 12-Months
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.
About this opportunity
We're looking for an experienced Service Designer to join our Credit Cards team based in Chester (we 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:
- Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
- Collaborating closely within the multidisciplinary team of designers, product owners and engineers.
- 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.
- 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.
- Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
- Researching and documenting current state services and experiences, and prototyping future state services.
- Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
- Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
- 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
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%
- Discretionary 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!