Service Designer

Join Barclays Business Banking where you will be working alongside an existing team of service designers collaborating with multi-disciplinary teams, working closely with customers, designers, business analysts and engineers. Utilising research and data to understand the needs of our Business Banking Customers. As a service designer you will be leading and transforming our customer experience, designing inclusive and innovative solutions that empower and support our customers to achieve their goals and aspirations.

Essential :

• 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.

Desired:

• 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.

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.

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.