Senior Service Designer (12-Month FTC)

We're looking for an experienced Service Designer to join our Customer Waterfront Platform and lead the Experience design squad. This is a unique opportunity to define and enhance the journeys in which we engage and build relationships with our customers, employers, advisors, and colleagues while supporting them with the right products, tools and services to meet their needs. The services we design are crucial to supporting our pensions, investments, and insurance customers to get the most from their online and mobile services. It's a pivotal time as we relook at how we evolve the experience, with a mobile-first strategy. We need someone who can work effectively with product owners, business leaders, business analysts, behavioural scientists, and fellow designers to take propositions from concept to reality. We need someone who understands how to make sense of a complex ecosystem of products and services and translate this into seamless omni-channel experiences. As a Senior Service Designer, your role will include:

• Leading a team of multi-disciplinary designers - spanning across service design, interaction design, content and research. As a lead designer, you will be responsible for running your weekly team sessions, 1:1's with designers, as well as wider platform experience design sessions with POs, Engineers and broader business stakeholders.
• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define our experience scope.
• Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
• Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
• Researching and documenting current state services and experiences, and prototyping future state services.
• Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
• Being an active member of the 500+ design community to share knowledge, create ideas, and embed principles of design across a range of product, service and customer journeys.
Experience in a range of research and design methods, including at least some of the following, is critical:
• Contextual enquiry
• Interviews
• Diary studies
• Questionnaire design
• Customer journey mapping
• Service blueprinting
• Journey management
• Creative workshop facilitation
• Storyboarding
• Service safari
• Persona & segment development
• Co-creation activities with colleagues and customers
  
  Lloyds Banking Group is the UK's leading bank with over 30m customers and its biggest digital bank, with over 18 million active online customers. We've placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years., At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know. We also offer a wide-ranging benefits package, which includes:
• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies