Service Design Lead

As Service Design Lead you will manage and lead the Service Design Team working across YBS customer facing channels including digital, telephony and retail. You will sets the direction for the team to ensure they fully contribute to strategic thinking across all customer channels (Digital, Retail, Customer Services) and drive Service innovation, across channels, for the YBS group.

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 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