Senior Service Designer

Join us as a Senior Service Designer, where we create award-winning experiences for 25 million customers who rely on our services for personal and business banking. We’re redefining the future of finance, building inclusive and vibrant solutions that empower customers with the right tools to manage their money. As part of a collaborative team of researchers, designers, and developers, you’ll be helping to shape digital and offline services that align with business goals and customer needs.

In this role, you’ll design end-to-end service journeys, ensuring seamless experiences for customers and driving business outcomes. You’ll be responsible for creating service blueprints, customer journey maps, and prototypes, while managing multiple projects and stakeholder expectations. Your work will involve applying design thinking techniques, balancing customer desires with feasibility and viability, and leading customer testing through hypotheses and problem statements. If you’re passionate about service design and eager to make a meaningful impact, we’d love to have you on our team.

To be successful as a Senior Service Designer, you should have experience with:

• Applying creative thinking and design thinking to improve products and services.
• Problem-solving and resolving challenges effectively.
• Building positive relationships for collaboration and team success.
• Aligning business decisions with customer needs to create tailored solutions.

Some other highly valued skills may include:

• A BA or MA design qualification or related courses (e.g., Behavioural Economics, Psychology) or relevant design experience from other industries.
• Experience using collaboration tools both physically and virtually, as well as design software.
• Experience creating service blueprints and customer journey maps.

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 may be based out of London, Glasgow, Manchester 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.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. ‘Complex’ information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.