Service Designer
Service Designer
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Job Description
Business Unit:Customer Operations
Salary Range:
Location: UK Hybrid with some quarterly travel to our hub locations in Glasgow/Newcastle
Contract type: Permanent Full Time
Take control of your career. Live a life more Virgin.
Our Team
Its an exciting time at Virgin Money as we grow our Service Design Centre of Excellence (CoE) within our Products and Channels team. Were on an exciting journey and weve got big plans for the future. Its a fun and fastpaced place to be and we want you to help take us to the next level.
Service Design is the craft of looking holistically at a customers overall journeys as they interact with different products and services and design target experiences we want to create for our customers.
We are looking for talented forward thinking Service Designer to join our team of highly skilled and passionate service deign practitioners as we create marketleading propositions and experiences for our customers.
What youll be doing
- In this highly collaborative role youll have a big impact on our organisation by shaping and improving how we design and deliver our services for customers. Your expertise will guide our strategic decisions spark innovation and ensure that we always prioritise our customers needs in the services we offer now and in the future.
- You will architect and partner with teams to enable ideal customer experiences all while building the organizations customercentric culture. The ideal candidate for this position is a proven practitioner with a high capacity for followthrough bringing together the science (datadriven analytic skills) and art (design) of Customer Experience strategy.
- You will be responsible for baselining and diagnosing as is customer journeys and ideating target state design grounded in customer research and analysis to deliver good customer outcomes under the virgin brand promise.
- You will identify key moments that matter along the customer journey lifecycle based on output and coordination with Customer Insight and Voice of Customer Analytics teams
- Forensically dissecting critical experiences taking account of how people processes and technologies result in current customer experiences you will cocreate new experience and process design with relevant crossfunctional stakeholders taking into account budgetary and other operational realities
- You will build the business case for making critical changes based on desired Service Design outcomes Journey and Insight Mapping
- Create holistic service design blueprints including integrated journey/ process level mapping across CX operations work flows and technology systems.
- Stay updated with industry trends and incorporate relevant insights into the service design strategy.
We need you to have
- Expertise of process mapping service blueprinting being proficient in use of journey mapping tooling such as Figma MIRO Visio
- A deep understanding of designing services that provide seamless and personalized experiences for customers within businesses of similar scale and nature (ideally in a Service Designer practitioner role)
- Extensive background in developing and implementing strategies that improve services to align with business goals and make customers happier.
- The ability to identify areas for improvement in services by aggregating and analysing customer feedback.
- Proficiency in creating and using metrics and indicators to measure service quality and make continuous improvements.
- Operational and digital strategy experience in particular translating customer comments into strategic action while mapping customer journeys
And theres no waiting around youll enjoy these benefits from day one.
Feeling insatiably curious about this roleIf were lucky to receive a lot of interest we may close the advert early and would hate you to miss out.
Were all about helping you Live a Life More Virgin so happy to talk flexible working with you.
Say hello to Virgin Money
Were making great strides towards achieving our ambition of becoming the UKs best digital bank. As a fullservice digital bank with a heritage stretching back over 180 years were a workforce to be reckoned with. Were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose Making You Happier About Money. Our customer centric culture means that were able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money
Our purpose is to make people happier about money this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.
As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but well need you to confirm you have the right to work in the UK.
If youre successful in securing a role with us there are some checks you need to complete before starting. These include credit and criminal record checks and three years worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime it requires enhanced preemployment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks
Employment Type
Full-Time
