Service Designer

As a Senior Service Designer, you will be working as part of a cross-functional team of Designers, Researchers, journey owners, Solution Architects and service channel colleagues to shape and deliver end to end customer experience optimisation and transformation. You will work closely with your Design Principal and executive stakeholder group to enhance journey performance and product value. Working to clear strategic objectives, you will be tracking business and customer outcomes against target CX and journey metrics. You will be part of a large, UK design team made-up of Service and Product Design that are passionate about Human-centred design, Journey centricity, innovation in technology and design excellence, with a belief that Design can become a market differentiator for Barclays. This is an exciting opportunity to work on a variety projects that have real impact, helping customers to better understand money and delivering on our Brand promise of ‘Make Money Work for You’. A key part of this role will include the Barclays x Tesco Bank integration where you will be looking at how we can seamlessly migrate Tesco Bank customers onto our service channels and digital platforms, maintaining CX excellence and looking ahead to creating future innovative experiences for Tesco Bank and Barclays customers.

To be successful as a Senior Product Designer, you should have:

• A deep understanding of Design methodologies, practice and processes, and be confident at selecting best approach to different shapes and sizes of CX challenge.

• Clear evidence of service design execution,  evidenced through a variety of artifacts that express how a design solution was shaped and defined, delivering on tangible business and customer outcomes.

• Confidence and proficiency in planning and facilitating discovery, journey mapping and design-thinking workshops.

• Strong stakeholder management; experience of working across a range of business teams.

• Strong networking and relationship building skills.

• Experience working within or for a large, complex organisation.

• The initiative to gather information and solve for gaps and blind-spots in journey work.

Some other highly valued skills may include:

• Experience with Figma / Figjam Design tool.

• Previous experience working within financial services or with financial service clients.

To apply for this role you must include a service design portfolio with your application. Applications without a design portfolio will not be considered.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role can be based in either Glasgow, Northampton, or Manchester.

Purpose of the role

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays. 

Accountabilities

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.