Senior Service Designer

As Service Designer (senior) you will be part of the Service Design Team working across YBS customer facing channels including digital, telephony and retail. You will contribute to strategic thinking across all customer channels (Digital, Retail, Customer Services) and drive Service innovation, across channels, for the YBS group. This role will focus on developing standards, patterns and principles for backstage operations.

Why join us now? We are at a very exciting place in our transformation journey and this role will give you the brilliant opportunity to set direction, drive forward improvements and make a real impact, all whilst being part of a friendly, enthusiastic and supportive Experience Design team.

This is a hybrid role with remote working and some onsite presence in our central Leeds offices.

This is a Fixed Term Contract for 12 months.

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