Lead Service Designer

Chatham, England, United Kingdom

12/20/2024

Job Title: Lead Service Designer

Contract Type: Permanent

Location: Bradford, Chatham, Petersfield or London

Occasional Travel To Other Offices May Be Required.

Working Pattern: Hybrid— often one day a week in the office but focused on the location that brings better use of time. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

What We Offer

Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future, that is why we will contribute up to 10%
• Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Volunteering: 2 paid days to ‘give back’ to the charity of your choice
• Development: LinkedIn Learning for all
• Finance: Snoop Premium available to all colleagues
• Medical: Opportunity to opt in for Private Medical Insurance
• Bonus: Discretionary annual bonus
  
  

The Role

As a Lead Service Designer you will have the ability to make a meaningful impact, fully supported by the CEO and ExCo, with a clear mandate to implement our new customer-centric strategy. It's a unique chance to challenge the status quo in financial services and demonstrate it is possible to do “banking with heart”.

As our Lead Service Designer, you will play a crucial role in developing and championing the customer vision and strategy across Vanquis Bank ensuring we transform into a truly customer centric business. You will lead cross functional teams to design and improve end-to-end customer experiences, identify and prioritise strategic opportunities and align stakeholders to customer objectives.

Customer Strategy

As a Lead Service Designer, you will :

• Drive service design for critical initiatives and programmes aligned with customer and proposition strategies.
• Define project goals, timelines, and strategies to deliver enhanced customer journeys.
• Facilitate engaging workshops with stakeholders, customers, and colleagues, both remotely and in person.
  
  

Design Excellence

• Apply empathic, user-centred design practices to develop solutions for products and services.
• Balance business vision, values, and product strategy to create exceptional customer experiences.
• Lead and manage research-driven projects to understand customer needs, including research design, fieldwork, and analysis.
  
  

Customer Journey Mapping

• Use strategic, data-driven insights to improve customer satisfaction and establish customer lifetime value.
  
  

Customer Experience

• Partner with stakeholders to understand, measure, and enhance the customer experience throughout the lifecycle.
  
  

Vulnerable Customers

• Embed inclusivity and accessibility best practices into the design process.
  
  

What We’re Looking For

• Ability to plan and lead teams effectively, ensuring alignment and engagement across key initiatives.
• Stakeholder management: Build rapport by actively listening and understanding concerns before presenting solutions. Adopt a collaborative approach to address defensiveness and foster alignment.
• Proficiency in service design methods, including user research, journey mapping, service blueprints, prototyping, and workshop facilitation.
• Excellent communication skills, including the ability to synthesize content into concise summaries.
• Strong commercial acumen and strategic thinking.
• Not a requirement but would be a plus to have experience within financial services or regulated environments.
• Understanding of inclusive design principles and behavioural science.
  
  

The Interview Process

• 30-minute call with Talent Acquisition.
• 30-minute competency-based interview with the Hiring Manager
• Up to 1 hour technical based interview with the Hiring Manager
• 30-minute presentation (a case study of your choice to present your skill set) with our Senior Manager and a colleague
  
  

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who We Are

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.

We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy As You Earn’ scheme.

We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

Vanquis Bank is an Equal Opportunity Employer

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at