Service Design Lead

Job Description

Job IntroductionService design at Handelsbanken is one of the three key disciplines comprising the Experience Design Team, alongside Research and Insight and UX Design. We are a team of highly skilled, passionate and curious individuals enabling people all across the businessto keep customers front of mind and innovate by integrating research and using design thinking to creatively solve problems in the bank. The team sits within the Digital function and is a key part of the banks digital transformation programme. Reporting into the Head of Expererience Design, youll have the chance to shape and expand the serivce design practice beyond its current size, in line with our business goals. Your role will involve setting the direction for the team and driving its growth,aiming to achieve outstanding service design results and positive customer outcomes. You will also be a strong communicator and facilitator to help teams across the bank understand the value of service design and bring them on the journey, to ensure togetherwe deliver change well for both colleagues and customers. This position is to be based in London or Manchester. Main Responsibilities

• Develop and implement a service design strategy that aligns with the banks goals and objectives.
• Map out customer journeys and touchpoints to identify opportunities for improvement and innovation.
• Monitor and measure service performance using key performance indicators (KPIs) and customer feedback.
• Stay updated with industry trends and incorporate relevant insights into the service design strategy.
• Continuously seek opportunities to improve service design methodologies and promote a culture of learning and innovation.
• Lead and guide a team of service designers, fostering their professional development and alignment.
• Collaborate with cross-functional teams to integrate service design principles into products and services.
• Engage with senior executives and stakeholders to communicate the value and impact of service design.
• Lead and facilitate the implementation of service design initiatives and manage change.

Ideal Candidate Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you dont meet all the criteria, get in touch anyhow and let us do the worrying...

• Deep understanding of designing services that provide seamless and personalised experiences for customers within businesses of similar scale and nature.
• Extensive background in developing and implementing strategies that improve services to align with business goals and make customers happier.
• Ability to identify areas for improvement in services by aggregating and analysing customer feedback.
• Proficiency in creating and using metrics and indicators to measure service quality and make continuous improvements.
• Proven success in introducing new and innovative services that meet the changing needs of customers.
• Familiarity with using technology to enhance service delivery and make it more efficient.
• Ability to adapt to market trends and changing customer expectations by staying updated on best practices and emerging service trends.
• Proven experience in leading and managing a team of service design experts, ensuring operational excellence and delivering exceptional customer experiences.
• Skills in collaborating with different teams, such as operations, marketing, and technology, to make sure services work well together.
• Strong leadership and people management skills that inspire service teams to achieve outstanding results.
• Excellent communication and interpersonal skills, with a focus on understanding and meeting customer needs and building strong relationships.
• Commitment to ongoing learning and development, promoting a culture of excellent service and constant improvement within the organisation.

Company Information Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling itto make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products. The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background,age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation. At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise.We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank. What is in it for you

• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)

Application next steps Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extendan invitation for you to participate in an interview. There will be a 2-stage interview process with a mix of virtual and face-to-face. How can we support you to be your best self Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process - just let us knowby email . This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at a