Service Designer

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.

To be a successful Service Designer you should have experience with:

• Apply best practice design thinking and service design techniques, knowing the right approach to create high quality design assets to an exceptional standard to drive business outcomes.

• Be accountable for producing and maintaining service blueprints, customer journey maps and service prototypes

• Support the project team to manage and visualise outcomes and prioritise work, using best practice design techniques and practices to drive collaboration and diverse thought.

• An ability to influence stakeholders who may hold competing objectives to gain support and alignment will be essential.

• It will be essential for the role holder to have expert facilitation skills to drive integrity and bring diversity of thought to design by embracing different perspectives and building spaces for creative expression and challenge. Using strong interpersonal skills to lead in difficult conversations.

Some other highly valued skills may include:

• Independently manage your own workload balancing different projects and tasks to prioritise accordingly, whilst also managing stakeholder expectations and provide estimates of the time it will take to complete design tasks for project planning.

• Relentlessly championing on behalf of the customer experience within a defined problem space by being inquisitive to drive understanding, alignment, and clarity to aid business decision making.

• Expertly actively listen to the needs of technical and business stakeholders and interpret them clearly for both audiences

• The role requires a working ability for balanced decision-making and strategic thinking.

Purpose of the role

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls. 

Accountabilities

• Development of customer level strategies & solutions that are tailored to customers’ needs.
• Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.
• Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.
• Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
• Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
• Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
• Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
• Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

Assistant Vice President Expectations

• 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.