Service Designer

Are you an experienced Service Designer looking for your next opportunity to make a difference? Do you want to work in a team where Service Design is more than just Blueprinting? A team that knows that UX design and Service Design work as partners but are not the same thing? Somewhere you can really make a difference?

We are working on a major transformation programme which sees YBS redesigning and digitising our approach across all of our customer facing channels. As a Service Designer in YBS you will be a driving force in designing seamless experiences to drive those changes. We are looking for people who really understand the value end to end service design can bring.

In this role, you will play a crucial part in shaping the future of our customer and colleague experience by designing seamless, engaging, human-centred services.

Along with some fantastic benefits and a culture that’s focussed on our customers and colleagues, you will be a part of a collaborative and inclusive team. This is a hybrid role with remote working and some onsite presence in our central Leeds offices.

This is a 6-month fixed term contract (with the possibility of extending).

About the role

As Service Designer, you’ll shape the future of our digital services by working collaboratively with stakeholders and designers to come up with innovative ways to meet customer needs and solve business problems. You will

• Lead Service Design activities including facilitating stakeholder workshops, identifying customer pain points, business/ technology opportunities and constraints in order to design excellent customer and colleague experiences

• Develop customer journey maps, service definitions, service safaris, service blueprints and user flows and work with the wider UX team and Business Analysts to design end-to-end services

• Collaborate with cross-functional teams (such as Product Managers, Developers, Marketers, Architects, frontline colleagues) and other stakeholders to ensure quality and alignment between business goals, technical feasibility, regulatory requirements and user needs throughout the design and delivery process

• Stay abreast of industry trends and requirements by continuously researching and sharing best practices in service design, digital transformation, and the financial services sector to ensure good outcomes for our customers

• Contribute towards our creative culture by helping to drive awareness and understanding of user centred design throughout YBS

About you

You’ll already have a proven track record of designing engaging services that meet the needs of the people that use them. You will have -

• Proven experience as a Service Designer or similar role, ideally within the Financial Services industry or a regulated environment

• A strong portfolio demonstrating your experience in designing end-to-end services, from research and ideation to prototyping and implementation

• A strong understanding of digital technology

• Expertise in research methodologies, data analysis and drawing conclusions from insight to drive improvements and challenge the status quo

• Highly proficient in design thinking principles and Service Design techniques along with an understanding of agile methodologies

• Excellent facilitation, communication, presentation, and stakeholder management skills

• A passion for creating user-centred solutions that meet customer and colleague needs and business objectives

• Curiosity, empathy, and creativity getting to the heart of people’s needs, behaviours and motivations is your gift, and you use it to help solve their problems

• A willingness to learn and try new things - be it tools, techniques, or ways of working

• An understanding of AI and how it impacts customer experience and back end automation

• Experience in Service Design that includes frontline services is an advantage