Senior Service Designer

About the role

As Service Designer (Senior), you’ll be passionate about making a difference by driving brilliant design practice, bringing stakeholders on the journey with you.

You will Deliver service designs, ensuring customer’s and colleagues needs are at the centre of our services and that service are consistent across channels, robust, inclusive, FCA compliant and support the delivery of commercial targets and strategy.

Analyse backstage technology and processes to identify opportunities for automation whether that is RPA or Agentic AI.

Develop service design architecture components including standard, patterns, principles and end-to-end service models.

Provide hands on guidance and feedback to more junior Service Designers being a positive role model to ensure the team's work meets high standards of quality.

Be part of a community of best practice for Service Design that extends beyond the team to driving uptake and engagement in service design thinking across YBS.

About you

You will be a brilliant communicator, skilled at influencing stakeholders.

You’ll know how to work collaboratively to advocate passionately on behalf of the customer to deliver great services.

You will have Expertise in Service Design across digital and customer facing channels.

In depth understanding of technology, how it interfaces with and constrains customer experiences and how to innovate experience using novel technical or customer experience approaches. Whilst you do not need to be an expert, this role will be required to make informed technology recommendations.

Experience of developing patterns, principles and end-to-end service models.

Proven ability to shape enterprise service experiences rather than individual journeys.

Deep understanding of inclusive design and how to deliver inclusively across the full Service stack (e.g. customer journeys, process, policy, technology).

Proven track record of designing excellent services that deliver customer and commercial benefits with the ability to coach more junior members of the team in the technical skills and strategic thinking required.

Demonstrable experience in systems thinking, process design, blueprinting and operating model alignment.

Credibility with Senior Leaders across Digital, Customer Services and Technology.

Understanding of AI and how it can influence good services and a knowledge of D365 an advantage.

About our Benefits

Everyone’s different. That’s why we offer a wide range of benefits and rewards that we think you’ll love – whatever’s important to you, and whatever stage of life you’re at.

Such as…

Our pension scheme(where you can get up to 11% from us)

On target bonus of 7%(with the opportunity to earn up to a maximum 15%)

Access to brilliant health benefits

Life assurance at 6 times your salary

25 days’ holiday(and the option to buy more)

Cycle to work or an interest-free loan for an annual ticket

Wellbeing resources and tools

Retail and Leisure discounts