Service Design Lead

About the role

As Service Design Lead, you’ll be passionate about making a difference by driving brilliant design practice, bringing the team and stakeholders on the journey with you.

You will Lead the service design capability in YBS with a primary focus on front stage across all channels, ensuring customer’s 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.

Develop this emergent YBS capability to meet the needs of the transformation programme initially and YBS group strategy beyond.

Provide guidance and feedback, being a positive role model to ensure the team's work meets high standards of quality.

Support the Service Designers in influencing strategic decisions in services or journeys and be the point of escalation for disputes amongst stakeholders that the team cannot resolve.

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

Manage demand pipeline with effective resourcing strategies and engagement with business stakeholders.

About you

You will be a brilliant communicator, skilled at motivating a team and 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.

Experience of developing a Service Design capability and driving uptake in a complex organisation.

In depth understanding of the digital technology, how it interfaces with and constrains customer experiences and how to innovate experience using novel technical or customer experience approaches.

Outstanding facilitation and influencing skills including with C Suite.

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 the team in the technical skills and strategic thinking required.

Ability to work with ambiguous and complex information to deliver great customers and business outcomes and able to build capability in a team in these areas.

Broad understanding of AI and how it can influence good services and a knowledge of MS365 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