Junior Service Designer

As a Service Designer, your purpose will be to contribute to the design of 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. 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 (customer experience) 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’.

To be successful as a Service  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.
• Stakeholder management; experience of working across a range of business teams.
• Good networking and relationship building skills.
• Experience working within or for a large, complex organisation.
• Ability 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 complex organisations.

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 London, Northampton, or Knutsford.

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.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.