Senior Service Designer 

Description

Across Mortgages and Financial Wellbeing in Nationwide, we have an important journey ahead of us to build and maintain our position in the Mortgage market and respond to changing customer needs, guided by our strategic drivers of more rewarding relationships, simply brilliant service, focused fit and fast, and beacon for mutual good.

Understanding of our customer needs and continuing to evolve and develop our experience strategy will be central to enabling us to deliver against this strategy and evolve Nationwide to be the Building Society of the future.

We’re now looking for a Senior Service Designer – Manager (Discipline) to join our Service and Operational Excellence capability. Working in the Experience Strategy Home team, you will play a core role in driving understanding of how our services are delivered today, the opportunity spaces for customer and commercial improvement and shaping future states in line with the strategic business priorities.

This role is within the Business Operations function of Mortgages and Financial Wellbeing, which is the shared service team responsible for enabling the wider business function to execute against our strategy through:

• Bringing together the holistic business unit vision and priority outcomes
• Providing independent challenge and support to drive performance, risk and controls
• Defining our member, broker and landlord experience through journeys and processes
• Shaping and delivering our colleague enablement and engagement strategy and plan
• Leading our business change and business readiness agenda

About you

The minimum requirements for the role are:

• Extensive experience of shaping, sizing, and conducting Service Design activity across large programmes of work to uncover commercial and customer value at a strategic level
• Extensive Expertise in industry-standard Service Design tools and methodologies (eg service blueprints, eco system maps, workshop facilitation, User needs framework etc)
• Ability to develop value cases for change candidates through various methods and frameworks
• Experience working with varied qualitative and quantitative data sources to analyse, synthesise, and effectively communicate opportunities for service improvement across the business
• Strong visual communication skills, with demonstratable experience developing common Service Design artefacts such as service blueprints, customer journey maps, ecosystem maps, and value proposition canvases using tools such as Miro, Figma, or similar
• Well-developed facilitation skills, able to manage competing priorities and expectations of senior stakeholders
• The ability to self-organise and plan work, work in multidisciplinary teams, and deliver work on time and on brief in line with evolving business priorities

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.