Service Design Lead

Hours:Full time Permanent role - 35 hours per week - Monday to Friday - 9am to 5pmFlexible and Hybrid working from Skipton Head OfficeSalary:£60,000 Per AnnumClosing Date:Tue, 7 May 2024Lead Service DesignerAre you passionate about crafting seamless service experiences? Do you thrive on delving into the intricacies of human behaviour, motivations and needs?Here at Skipton Building Society, we’re seeking a Lead Service Designer to drive our understanding of member needs and behaviours, enhancing our digital service offerings. You will lead cross-functional team to design user-centered experiences, from concept through to implementation, ensuring alignment with our strategic objectives and brand.You'll champion the advancement of Service Design practices at Skipton, promoting the value of user-centric approaches across the organization and fostering the professional growth of the team.If you have a passion for design thinking, problem solving and collaboration to create experiences to delight our members this could be the role for you. Sound good? We’d love to hear from you!What Will You Be Doing?Working collaboratively across the organisa
tion on many different projects including a major Digital Transformation programme you will…Develop and lead the implementation of a Service Design strategy that supports the delivery of our strategic prioritiesProactively identify opportunities for service improvement through analysis of existing customer journeys and touch points and external research of competitors and peers to ensure we continue to meet the ever-evolving needs of our membersFacilitate workshops and co-creation sessions to gather insights and create a collaborative approach to Service Design and improvementInnovate and create concepts and solutions to complex problems that are simple, connected and easy to use Own and create high quality Service Design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprintsWhat Do We Need From You?We’re looking for an experienced Service Designer. The ideal candidate for this role is a strategist with a deep understanding and passion for user-centred design principles and methodologies. A visionary leader who can inspire cross-functional teams and drive collaboration to deliver transformative change and continuous optimisation. A curious and creative approach to solving complex problems, using data and technical innovation to drive outstanding customer experiences.You’ll have experience in…Hands-On Service Design: You've got to have some solid experience leading Service Design projects from start to finish. Knowing your way around Service Design principles, methods, and tools is key.Putting Yourself in the User's Shoes: Empathy for users is huge. You've got to be all about understanding what makes them tick and what they need to make their lives easier.Digging Deep with Research: You should be
comfortable diving into different research methods, like talking to users, testing stuff out, and mapping their journey. It's how you figure out what works and what doesn't.Being a Big Picture Thinker: You're not just about making things pretty. You need to see how your Service Design fits into the bigger picture of what the company is trying to achieve.Leading the Pack: Leading a team means bringing people together and keeping them motivated. Workshops, guiding your team, and fostering a chill work vibe are all part of the gig.A Great Communicator: Being able to explain your design ideas and research findings in a way that everyone gets is super important. Whether it's through words or visuals, you've got to nail it.Solving Problems Like a Boss: You've got to be a bit of a problem-solving wizard. Finding new ways to fix issues and come up with fresh ideas is all part of the fun.Keeping Things Organized: Project management skills are a must. You've got to be able to juggle tasks, stick to timelines, and keep everything running smoothly.Always Curious: The design world is always changing, so you've got to be down for some continuous learning. Keeping up with the latest trends and tools will keep you on top of your game. Basically, if you're creative, love solving problems, and can rally a team around a killer Service Design vision, you're on the right track!Who Are We?We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place to work, with superb benefits, and you could be one of them; bringing with you new ideas on how we can keep customers at the heart of what we do.This role is within the Experience f
unction in Digital the team consists of UX Designers, User Researchers, Customer Empathy & Journey Design Specialists and the customer is at the heart of everything we do. We collaborate with teams across the Society so we can create seamless experiences across every touch point. The core purpose of the Experience function within Digital is to support the Building Society to continuously improve the customer experience for our members’ by being curious asking ‘why’ and designing innovative solutions for new products and services we offer. What’s In It For You?Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.We have a range of other benefits available to you including;Annual discretionary bonus scheme25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension contribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric carA commitment to training and developmentPrivate medical insurance for all our colleagues3 paid volunteering days per annumDiverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership