Yorkshire Building Society
Senior Service Designer
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As Service Designer (senior) you will be part of the Service Design Team working across YBS customer facing channels including digital, telephony and retail. You will contribute to strategic thinking across all customer channels (Digital, Retail, Customer Services) and drive Service innovation, across channels, for the YBS group. This role will focus on developing standards, patterns and principles for backstage operations.
Why join us now? We are at a very exciting place in our transformation journey and this role will give you the brilliant opportunity to set direction, drive forward improvements and make a real impact, all whilst being part of a friendly, enthusiastic and supportive Experience Design team.
This is a hybrid role with remote working and some onsite presence in our central Leeds offices.
This is a Fixed Term Contract for 12 months.
About the role
As Service Designer (Senior), you’ll be passionate about making a difference by driving brilliant design practice, bringing stakeholders on the journey with you. You will –
- Deliver service designs, ensuring customer’s and colleagues needs are at the centre of our services and that service are consistent across channels, robust, inclusive, FCA compliant and support the delivery of commercial targets and strategy
- Analyse backstage technology and processes to identify opportunities for automation whether that is RPA or Agentic AI.
- Develop service design architecture components including standard, patterns, principles and end-to-end service models.
- Provide hands on guidance and feedback to more junior Service Designers being a positive role model to ensure the team's work meets high standards of quality.
- Be part of a community of best practice for Service Design that extends beyond the team to driving uptake and engagement in service design thinking across YBS
About you
You will be a brilliant communicator, skilled at influencing stakeholders. You’ll know how to work collaboratively to advocate passionately on behalf of the customer to deliver great services. You will have -
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- Expertise in Service Design across digital and customer facing channels
- In depth understanding of technology, how it interfaces with and constrains customer experiences and how to innovate experience using novel technical or customer experience approaches. Whilst you do not need to be an expert, this role will be required to make informed technology recommendations
- Experience of developing patterns, principles and end-to-end service models
- Proven ability to shape enterprise service experiences rather than individual journeys
- Deep understanding of inclusive design and how to deliver inclusively across the full Service stack (e.g. customer journeys, process, policy, technology)
- Proven track record of designing excellent services that deliver customer and commercial benefits with the ability to coach more junior members of the team in the technical skills and strategic thinking required
- Demonstrable experience in systems thinking, process design, blueprinting and operating model alignment
- Credibility with Senior Leaders across Digital, Customer Services and Technology
- Understanding of AI and how it can influence good services and a knowledge of D365 an advantage
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
- Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
- Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
- Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
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About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
- Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
- Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
- Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Mike Peel on mpeel@ybs.co.uk
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