Senior Service Designer

Were looking for a passionate proactive Senior Service Designer to bring human-centred design into the heart of change delivery ensuring that change is shaped not only around what needs to be delivered but also around the people who will ultimately adopt and embed it whether colleagues or customers.
Working alongside Change Managers and delivery teams youll use service design methods to understand customer and colleague needs experiences and environments translating these insights into practical recommendations that influence both the solution and its implementation approach.

Through research journey mapping facilitation prototyping and testing youll help create solutions that are intuitive practical and grounded in real-world behaviours and experiences improving business readiness adoption and the likelihood of successful sustainable outcomes.

This role sits within the Group Customer & Communications (GCC) Function. The functions purpose is to understand our customers and create meaningful engagement opportunities while delivering compelling experiences and communications. Customer Strategy Marketing Brand Website and Legal Regulatory & Mandatory Communications all sit within GCC alongside responsibility for our Social Impact agenda.

Working in GCC youll be part of a Change Team that ensures programme deliverables are aligned with wider integration and Society plans drives progress through key milestones mobilises resources and brings project teams together behind shared goals outcomes and delivery plans. This includes change activity owned by GCC to support the integration of the Nationwide and Virgin Money brands and customer propositions.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12-month secondment opportunity.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach bringing colleagues together across our UK wide estate whilst also supporting generous access to home working. We value our time in the office to solve problems to learn and to feel connected.

For this job youll spend at least two days per week or if part-time youll spend 40% of your working time based at our Swindon London or Bournemouth office. If your application is successful your hiring manager will provide further details on how this works.

You can also find out more about our approach tohybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change as such applications for redeployment candidates will be prioritised in this recruitment process.

If youre a colleague on long-term absence (for example on parental leave) or a temporary worker please use your personal email address to submit an application.

What youll be doing

Youll bring a human-centred lens to the changes we deliver helping us understand what they will really mean for the colleagues expected to adopt them. One day you might be spending time with an operational team to understand how work happens today; another you could be mapping a future colleague or customer journey facilitating a workshop or testing a proposed new process with the people who will actually use it.

Youll work closely with our Change Managers turning what you learn into practical decisions about how change should be designed and implemented. Youll help uncover friction and unintended consequences before we reach implementation and shape the activities needed to make people genuinely ready for change whether that means adapting the solution itself or influencing training communications engagement processes or ways of working.

Youll also help us build human-centred thinking more deeply into our Change capability. You wont be expected to personally service-design every piece of change; youll introduce methods and tools that our wider team can use coach colleagues in applying them and help us identify where deeper Service Design expertise will add the greatest value. And while your primary user will often be a colleague youll keep sight of the connection between colleague and customer experience ensuring the changes we make internally ultimately support better experiences and outcomes externally too.

About you

To be successful in this role as a minimum you will need:

• Strong practical experience in service design human-centred design or user-centred design ideally within organisational change employee experience operational transformation or complex service environments

• Demonstrable experience conducting user research and discovery selecting and applying appropriate methods to understand user needs behaviours pain points and the real-world contexts in which they operate

• Strong experience in journey and experience mapping including current and future-state journeys service blueprints or similar techniques used to understand interactions across people processes and technology

• Highly developed workshop design and facilitation skills with experience bringing together diverse groups to explore complex problems co-design solutions and develop a shared understanding

• Experience using prototyping testing and iterative design approaches to validate future experiences or ways of working before implementation incorporating user feedback into delivery

• Good understanding of organisational change and business readiness including how colleague impacts behaviours communications learning leadership and operational readiness influence adoption and sustainable outcomes

• Ability to translate research findings and design insights into practical delivery recommendations connecting human needs with programme requirements processes technology and implementation decisions

• Experience working effectively within multidisciplinary change or delivery teams partnering with Change Managers product and technology teams operational colleagues CX practitioners and subject matter experts to influence outcomes throughout the change lifecycle

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display in every role:

Feel what customers feel- We step into our customers shoes using their feedback and insights to empathise with them and to understand their needs so that every decision we make starts and finishes with our customers in mind
Say it straight - We are brave in speaking out and saying what we think were honest and direct with good intent openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We dont settle for mediocrity we challenge the status quo taking responsibility for continuous improvement and personal development
Get it done - We prioritise what will have the greatest impact we are decisive and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you and where you may have already demonstrated these.

The extras youll get

There are all sorts of employee benefits available at Nationwide including:

25 days holiday pro rata
Private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance-related bonus
Training and development to help you progress your career
A great selection of additional benefits through our salary sacrifice scheme
Life assurance to provide peace of mind for you and your loved ones in the event of your death
Wellhub access to a range of free and paid options for health and wellness
Up to 2 days of paid volunteering a year

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutual were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre one of us.

At Nationwide you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team we celebrate what we achieve. As a standard-setter we work for the good of customers communities and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you please click the Apply Now button. Youll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment Support.

Apply safely with Nationwide

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The hiring manager for this role is Laura Cain and the main recruitment contact is Sameena Rehman.

Interviews for this position are expected to take place from 16^th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted we will share further details with you about the interview process.

Please note that should you be successful in securing this role the job title on our internal systems will be Senior Designer.