Address
Form of workBusiness Unit: Customer Experience, Service Design
Salary Range: £53,600-£67,000 DOE + red-hot benefits
Location: Remote - work from anywhere within the UK
Grab onto your Virgin Money adventure
It's an exciting time at Virgin Money as we build a Service Design Centre of Excellence (CoE) in our Customer Operations and Transformation office to lead the way in exploring and adopting new technology tools, techniques, or practices in Service Design. We're on an exciting journey, and we've got big plans for the future. It's a fun and fast-paced place to be, and we want you to help take us to the next level.
Service Design is the craft of looking holistically at a customer's overall journeys as they interact with different products and services and design target experiences we want to create for our customers. We're looking for talented, forward thinking Service Designers to create a team of highly skilled, passionate, and curious individuals enabling people all across the business to keep customers front of mind and innovate by integrating research and using design thinking to creatively solve problems in the bank.
What you'll be doing
- Shaping and improving how we design and deliver our services for customers. Your expertise will guide our strategic decisions, spark innovation, and ensure that we always prioritise our customer's needs in the services we offer now and in the future
- Architect and partner with execution teams to enable ideal customer experiences, all while building the organisation's customer-centric culture
- Baselining and diagnosing ‘as is' customer journeys and ideating target state design grounded in customer research and analysis to deliver good customer outcomes under the virgin brand promise.
- Identify key moments that matter along the customer journey lifecycle based on output and coordination with Customer Insight and Voice of Customer Analytics teams
- Forensically dissecting critical experiences, taking account of how people, processes, and technologies result in current customer experiences you will co-create new experience and process design with relevant cross-functional stakeholders, taking into account budgetary and other operational realities
- Build the business case for making critical changes based on desired Service Design outcomes Journey and Insight Mapping
- Create holistic service design blueprints, including integrated journey/ process level mapping across CX, operations work- flows and technology systems
- Stay updated with industry trends and incorporate relevant insights into the service design strategy.
We need you to have
- Expertise of process mapping, service blueprinting, being proficient in use of journey mapping tooling, such as Figma, MIRO, Visio
- Proven experience as a Service Design practitioner with a high capacity for follow-through, bringing together the science (data-driven, analytic skills) and art (design) of Customer Experience strategy
- A deep understanding of designing services that provide seamless and personalized experiences for customers within businesses of similar scale and nature
- Extensive background in developing and implementing strategies that improve services to align with business goals and make customers happier
- The ability to identify areas for improvement in services by aggregating and analysing customer feedback
- Proficiency in creating and using metrics and indicators to measure service quality and make continuous improvements
- Operational and digital strategy experience, in particular translating customer comments into strategic action while mapping customer journeys
It's a bonus if you have but not essential
- Experience within Retail Banking
Red Hot Rewards
- Generous holidays - 38.5 days annual leave (including bank holidays and prorated if Part–Time) plus the option to buy more
- Up to five extra paid well-being days per year
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
- Market-leading pension
- Free private medical cover, income protection and life assurance
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness
- Ability to work anywhere in the UK (where the role allows)
And there's no waiting around, you'll enjoy these benefits from day one.
Feeling insatiably curious about this role? Apply as soon as you can. If we're lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
We're making great strides towards achieving our ambition of becoming the UK's best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money', underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.
