Service Design Principal, Vp, Remote Hybrid - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Barclays UK
Barclays UK (BUK) is the consumer-facing arm of Barclays in the UK.

We have a relationship with c24 million individuals, representing approximately 1 in 2 of every adult in the UK, as well as c1 million business customers, representing approximately 1 in4 of every business in the UK.

Each of the markets in which BUK participates are undergoing unprecedented transformation from several forces including the increasing role that technology is playing in every walk of life; heightened expectations, leading to fundamental changes in behaviours;an increasing number of competitors, with highly varied business and operating models; and a pace of change that these markets have not experienced before.

BUK is committed to being at the forefront of this change; in particular finding every opportunity to leverage it to redefine the nature of the relationships that we have with our customers, as well as the business model through which we create value forour shareholders as a consequence of those relationships.

We started that journey in earnest in 2012 with the introduction of our mobile banking app, which is now the leading digital banking platform in the UK.

Through time, we have combined that with progressiveand forward looking changes in the other ways in which we support our customers, radically transforming both our physical network and our virtual contact centres, as well as investing significantly in the support and encouragement that we provide to our colleaguesto transform themselves so that their capabilities remain appropriate to the changing needs of our customers.

We are especially proud of the c18,000 Digital Eagles and c15 Eagle Labs that now support our customers on this amazing journey.

About Insight and Design

As part of Barclays UK we create award winning experiences for 25 million customers who use our services for personal and business banking.

Helping people understand their money and empower them with the right tools.

At Barclays we are redefining the future of finance, and are proud to be an inclusive, diverse and vibrant company - we are constantly identifying and acting on opportunities to bring the business into the future of digital banking.

The team is comprisedof researchers, designers and developers from multiple disciplines all focused on making money work for our customers.

Overall purpose of role
This is an expert-level design position, the role reports directly into the Head of Design / Chief Design Officer its purpose is to:

Lead in driving the creation of human centred designs that meet customer needs and deliver the 'Best of Barclays' for our customers and clients across Barclays UK.
Be accountable for and take an expert role in the design, creation of and enhancement to services across both digital and nondigital customer experiences provided by Barclays UK.
Develop meaningful partnerships with senior stakeholders at a POD level and above, establishing credibility by knowing what is happening in the business area, including what is happening with competitors, market context, customer behaviour, technology trends.
Support the business to have a good understanding of the customer painpoints/opportunities and helping translate this into the product or proposition vision/roadmap which aligns to the wider Barclays strategy.
Ultimately be responsible for ensuring that what gets designed by them and their team is desirable, feasible and viable. Have a mindset of continuous service discovery, driving customer empathy and rapid testing alongside continuous improvement post launching.
Work for customers and frontline colleagues to deliver best in class experiences, which are well informed through research driven insight, working closely with the Product, Proposition, Technology and Channel teams within the business area to ensure thecustomer, colleague and business strategy have a joinedup approach.
Create the standard and monitoring quality for Service Design leading a team of Designers across all stages the design cycle, from discovery, definition, development, and delivery. Bringing experience and expertise to embed designled thinking and ServiceDesign into the practices the team applies, the way they support the business and solutions they develop.
Develop plans and coordinate delivery of a range of projects at any one time, building trust by mobilizing the right resources at the right time and ensuring consistent quality. Owning the budgetary and resourcing planning and execution as required.
Deputising for the Head of Design / Chief Design Officer in key project governance meetings to represent and advocate for customercentric design with senior stakeholders

Key Accountabilities

Elevate Service Design to bring diverse and thoughtprovoking perspectives to ignite thinking in Design, Transformation and Executive teams leveraging their expertise to develop and coach others in the Service Design Practise as well as Insight and Design

- providing relevant insight and industry knowledge to deliver technical excellence

Coach others on the use of Service Design and demonstrate pragmatic use of different methods for different contexts, problems, and stakeholder groups
Instigate the evolvement of the methodology and Service Design system ensuring that best practise is replicated, and new techniques are adopted after test and learn.
Accountable for the quality of the design assets the team produce ensuring they consider all aspects of the experience not just the outward facing customer experience
Accountable for the effective resource planning of their team including sizing of upcoming demand, workflow management and budget planning to ensure there are adequate resources to support the business.
Responsible for the effective prioritisation of design tasks to meet the customer, commercial, and technology outcomes across competing project demands
Relentlessly championing on behalf of the customer experience in all initiatives whilst effectively navigate ambiguous and complex stakeholder relationships and problem spaces with a sound use of enquiry to create alignment and clarity to aid business decisionmaking.
Be accountable for ensuring design governance is in place and followed by them and their team, including escalating to the relevant POD leadership when compromises being made at a subpod level may jeopardise the customer benefits of the business caseMakecomplex judgements based on strong understanding of the p