Our Financial services client are looking for a Service Designer to join their Experience Strategy & Design team—comprising Insight, Service, and Product Designers— collaborates across Close Brothers’ diverse businesses to deliver engaging, human-centred experiences to over 3.2 million customers and partners.
As a Service Designer, you’ll contribute to the design of cross-channel experiences that simplify complex processes and shape digital services that meet user needs and business goals. You’ll apply creative thinking to challenge assumptions and bring clarity to ambiguity.
You’ll work closely with Product Designers, Business Architects, Automation and Data Visualisation Engineers, Operational Excellence Leads, and Digital Architects to co-create solutions that deliver measurable impact. You’ll also support the evolution of design standards across the Group, helping ensure consistency and quality across digital touchpoints.
A key part of your role is to engage stakeholders and Product Owners in the design process— understanding their needs, facilitating workshops, and translating insight into tangible service improvements.
Key responsibilities
Lead the design of services that deliver engaging experiences across all touchpoints
- Practice insight led design using user needs and business objectives to drive the development of new and existing services.
- Create service concepts illustrating optionality and different approaches that can be taken to deliver a service.
- Blueprint services that deliver seamless and engaging experiences across channels and touchpoints.
- Strategise how the businesses channel landscape will evolve to deliver future experiences.
- Collaborate with Product Owners and business stakeholders to define service roadmaps and prioritise initiatives to be delivered in individual businesses and enterprise wide.
- Oversee and quality assure service design projects to help ensure business objectives are achieved and design standards are met.
- Work with stakeholders to develop propositions that respond to market trends and evolving customer needs.
- Define capability and experience improvements that enable the business to deliver on strategic objectives.
- Optimise the user experience of digital products
- Design intuitive and engaging digital products, simplifying complex scenarios and processes.
- Maintain focus on information architecture and user experience to ensure products meet user needs, are highly usable and accessible.
- Work alongside Product Designers to define and deliver digital products.
- Understand user needs, business objectives, and channel performance
- Analyse user needs and business objectives in complex service areas.
- Use primary and secondary research to deepen Close Brothers understanding of their target audience.
- Liaise with colleagues and internal SMEs to understand business goals, objectives and service requirements.
- Analyse the performance and adoption of digital channels to identify opportunities to direct their evolution in line with business objectives.
- Work with the research team to identify new areas of customer or partner research that will inform or validate the strategy.
- Collaborate with the research team to determine customer and partner perceptions of our performance.
Advocate for design
- Provide coaching to business stakeholders and practitioners from other Centres of Excellence on Design Thinking and Service Design.
- Articulate the value Service and Product Design can deliver to customers, colleagues and the business.
- Risk and compliance
- Work in partnership with Risk, Legal and Compliance to deliver the best user experience whilst still meeting regulatory and legal requirements.
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required
Skills & Experience
Essential
- Demonstratable experience leading the design of new and optimisation to existing digital services, both individually and as part of a team.
- Experience forming strategies and roadmaps for digital services.
- Experience documenting existing and defining future service blueprints and experience maps.
- Experience conducting user and channel research, and synthesising and communicating insight to stakeholders.
- Experience practicing UX techniques including concepting, wireframes, and creating design specifications.
- High proficiency in analysing data and insight to drive targeted measurable improvements to digital services and channels.
- Experience applying user centred design methods and design frameworks (such as Google Sprint, Design Thinking, and WCAG) to design for complex problems. Skilled in use of design and prototyping software and remote testing tools such as Figma and Miro.
- Experience designing across multiple technology platforms and in defining channel capabilities.
- Experience working with different delivery frameworks, such as; Agile, Lean and Kanban.
- First-hand experience working with development teams and 3rd party development partners, managing the handover of designs into development and quality assurance process.
- Internal Confident communication and stakeholder skills with experience facilitating workshops and presenting to business stakeholders.
- Experience providing mentoring and oversight to design practitioners, external contractors and 3rd parties.
- Experience managing design projects, including forming and managing project milestones, risk tracking and mitigation and managing project expectations.
Desirable
- Experience in Financial Services sector.
- Basic understanding of digital marketing practices and techniques.
Pay: £60,000.00-£65,000.00 per year
Experience:
- Digital design: 3 years (required)
Work Location: Hybrid remote in London
