Service Designer - Financial Wellbeing

About this opportunity:

We're looking for a visionary Service Designer to collaborate in creating seamless digital experiences for our customers, building advocacy and advancing the practice of Service Design across the Group.

You'll love your craft and enjoy sharing your knowledge with others. Whether that's advocating for Service Design with product teams, defining new ways of working together more effectively or helping evolve the craft.

Our Financial Wellbeing team craft human-centred end-to-end experiences for all customers in financial difficulty. Using behavioural insights and behavioural design, we place empathy and the human experience at the heart of all we do. Across human and digital channels, we support our customers in their moments of need. With our work with aim to transform moments of worry into moments of hope to help them back on their feet.

This non-aspirational experience context often differs from other parts of financial services and the ideal candidate will have desired experience with health, mental health, behavioural design or similar.

If you want to make a difference to the lives of vulnerable customers, why not apply? Find out more about what we're looking for.

Requirements:

• Strong Service Design experience within complex organisations.
• Customer Journey Mapping and Service Blueprinting expertise.
• Human-Centred Design and Design Thinking methodologies.
• Experience working across the full service design lifecycle.
• Excellent stakeholder management and facilitation skills.
• Experience using Figma or similar design tools.
• Strong communication and collaboration skills.
• Strong visual design skills to translate ideas into tangible artefacts - from concepts to prototypes (experience with generative AI tools is a plus).
• Strategic innovation capability - combining creative vision with analytical thinking to identify and shape opportunities.
• Be highly motivated, proactive, and have a driven approach to achieving individual and collective goals coupled with the ability to help cultivate an environment that encourages innovation and continuous improvement.
• You'll have strong relationship building skills and an innovative approach to problem solving and will be credible when dealing with senior audiences; with the confidence to provide a healthy challenge where appropriate.
• You'll also possess calmness and resilience when under pressure, and the ability to proactively identify new or potential risks and respond to emerging priorities.
• Strong communication skills; effective in communicating ideas, issues, and implications to senior, technical and non - technical audiences and will have experience in research and design thinking methods.
• Experience with trend research, signal observation and strategic foresight methodologies.
• Experience in applying strategic foresight techniques, innovation frameworks and 'design thinking' methods

Key Responsibilities:

• Lead end-to-end service design activities across customer journeys.
• Create and maintain customer journey maps and service blueprints.
• Design customer-centric experiences that improve financial wellbeing outcomes.
• Facilitate workshops and collaborate with multidisciplinary teams.
• Work closely with researchers to translate insights into service improvements.
• Engage and influence a broad range of stakeholders.
• Identify pain points, opportunities and service improvements across the customer lifecycle.
• Apply behavioural design thinking and human-centred design principles.
• Work effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
• Shape critical initiatives ensuring we're led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Attend workshops and discussions with stakeholders, making sure the business context, needs and risks are properly understood, and that key decisions are well informed.
• Communicate with colleagues and customers to manage expectations and incorporate multiple perspectives when defining solutions.
• Support the research and document current and future state services.
• Make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints.
• Collaborate closely with other designers, product owners, and engineers.
• Be an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service, and customer journeys.

Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.