Service Designer

About the job

We’re looking for a service designer to join our Service & Experience Design (S&ED) team to ensure we take a service design-led approach to solving problems for our members and colleagues.

You’ll be one of the first service designers to join S&ED and so will play an important and influential role in helping us develop the service design capability to show Nationwide the value of service design.

You’ll be experienced in visualising, articulating, and solving complex problems and concepts, influencing the business to take the right decisions based on research evidence and insight. You’ll be able to move from analysis to synthesis to design intent. And you’ll know how to map and design user journeys across multiple services and channels, in a way that aligns to business strategy, brand positioning and our service principles.

As our name suggests, here in Service & Experience Design, we’re responsible for defining, designing and delivering frictionless, useful experiences that help our members manage their money and look after what matters to them in life. We research, we iterate, we craft, we strive – and we do it all to make sure our members have experiences that are memorable, for all the right reasons, on every channel.

As a service designer, you’ll work in a multidisciplinary Agile team, including content design, UI and UX design, business design, product and tech colleagues. You’ll plan, design and carry out research activities to get a deep understanding of users. You’ll design and map the multi-channel, multi-touchpoint end-to-end journey of services to help a user complete their goal and the business to unlock value, while ensuring we meet regulatory standards and other considerations. You’ll use your facilitation and stakeholder management skills to get the right inputs and buy-in to the approaches you take.

We’re looking for people with experience and skills in these areas:

• User focus – understanding users and their needs, translating their needs into user stories and proposing design approaches or services to meet those needs.
• Research – advocating for evidence-based decisions and backing this up by being able to select the appropriate research approach, performing and directing research before taking the outputs to generate multiple solutions to then test.
• Agile working – working in an evolving environment, using an iterative method and flexible approach to enable rapid delivery.
• Prototyping – creating or designing workable prototypes to take into research, and to test hypotheses and assumptions.
• Strategic thinking – understanding the impact of business issues, events, activities and their wider implications and long-term impact.
• Stakeholder management – communicating and working with stakeholders clearly and regularly, clarifying, consulting and considering impacts on their focus areas while ensuring we meet user needs and maximising value for members and the business.