Senior Service Designer

Senior Service Designer - 12 Month FTC Across Mortgages and Financial Wellbeing in Nationwide, we have an important journey ahead of us to build and maintain our position in the Mortgage market and respond to changing customer needs, guided by our strategic drivers of more rewarding relationships, simply brilliant service, focused fit and fast, and beacon for mutual good. Understanding our customers' needs and strategically reshaping our services to align with this vision is crucial for evolving Nationwide into the Building Society of the future. We are currently seeking a Senior Service Designer to join our Service and Operational Excellence capability on a 12 Month FTC. In this role, within the Experience Strategy Home team, you will be instrumental in translating customer needs, analysing our current service delivery, identifying opportunities for customer and commercial enhancements, and shaping future service models in accordance with our strategic business priorities. This role is within the Business Services function of Mortgages and Financial Wellbeing, which is the shared service team responsible for enabling the wider business function to execute against our strategy through:

• Bringing together the holistic business unit vision and priority outcomes
• Providing independent challenge and support to drive performance, risk and controls
• Defining our member, broker and landlord experience through journeys and processes
• Shaping and delivering our colleague enablement and engagement strategy and plan
• Leading our business change and business readiness agenda

As part of the Service and Operational Excellence team within Business Operations, we’re responsible for defining, designing, and delivering frictionless, useful experiences for our customers to meet their mortgage and financial wellbeing needs. We research, we iterate, we craft, we strive – and we do it all to make sure our customers have experiences that are memorable, for all the right reasons, on every channel. We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 28 and 35. At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be quarterly in either Swindon or London.

What you’ll be doing As a Senior Service Designer you will be responsible for creating holistic and joined up understanding of our services, identifying where our service is not meeting customer needs or expectations, and articulating the business value of these opportunities to core stakeholders in our Home value stream. Working with colleagues and stakeholders, you'll collate and analyse multiple data and research sources to document our current state service and shape change candidates and support the development of future states of our service. You'll work closely with Research to drive understanding of our customer journeys and enrich the service view with customer and colleague insight, ensuring our strategic decisions around product, propositions, and service are rooted in evidenced customer need. You will shape the story of what we do back into the business, aligning your design narrative to the core business challenges and priorities of senior stakeholders to influence and drive change. You will support this through the shaping, sizing, and value articulation of opportunities. You will ensure the quality and efficiency of service design activity conducted by you and others across the programme. We’ll also look to you to bring a senior and commercially-minded view towards informing priorities and scopes of work against the strategic business priorities and key performance measures. The projects you may be involved in spans end-to-end journeys and services, so there will be no shortage of opportunities for you to utilise your Service Design expertise across a broad range of experiences. We work in a multi-disciplinary environment, so you’ll be collaborating with our Researchers, Process Design and Mapping teams, Product Owners, Customer Journey Managers, Experience Designers (UX, UI and Content), and other Service Designers. You will proactively connect into the wider Service Design community to drive standards, principles, and help us develop the practice across Nationwide.

About you The minimum requirements for the role are: Extensive experience of shaping, sizing, and conducting Service Design activity across large programmes of work to uncover commercial and customer value at a strategic level Extensive expertise in industry-standard Service Design tools and methodologies (e.g. service blueprints, eco system maps, workshop facilitation, User needs framework etc) Ability to develop value cases for change candidates through various methods and frameworks Experience working with varied qualitative and quantitative data sources to analyse, synthesise, and effectively communicate opportunities for service improvement across the business Strong visual communication skills, with demonstrable experience developing common Service Design artefacts such as service blueprints, customer journey maps, ecosystem maps, and value proposition canvases using tools such as Miro, Figma, or similar Well-developed facilitation skills, able to manage competing priorities and expectations of senior stakeholders The ability to self-organise and plan work, work in multidisciplinary teams, and deliver work on time and on brief in line with evolving business priorities Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role: Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes. You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: A personal pension – if you put in 7% of your salary, we’ll top up by a further 16% Up to 2 days of paid volunteering a year Life assurance worth 8x your salary A great selection of additional benefits through our salary sacrifice scheme Wellhub – Access to a range of free and paid options for health and wellness. Access to an annual performance related bonus Access to training to help you develop and progress your career 25 days holiday, pro rata If this role is of interest please apply.