Location: Bradford, Chatham, Petersfield or London Occasional travel to other offices may be required. Working Pattern: Hybrid often one day a week in the office but focused on the location that brings better use of time. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible. What We Offer: Holidays: 25 days holiday up to 30 days (depending on service) Pension: We know it is important to save for the future, that is why we will contribute up to 10% Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave Volunteering: 2 paid days to give back to the charity of your choice Development: LinkedIn Learning for all Finance: Snoop Premium available to all colleagues Medical: Opportunity to opt in for Private Medical Insurance Bonus: Discretionary annual bonus The Role: As a Lead Service Designer you will have the ability to make a meaningful impact, fully supported by the CEO and ExCo, with a clear mandate to implement our new customer-centric strategy. It's a unique chance to challenge the status quo in financial services and demonstrate it is possible to do banking with heart. As our Lead Service Designer, you will play a crucial role in developing and championing the customer vision and strategy across Vanquis Bank ensuring we transform into a truly customer centric business. You will lead cross functional teams to design and improve end-to-end customer experiences, identify and prioritise strategic opportunities and align stakeholders to customer objectives. As a Lead Service Designer, you will : Customer Strategy: Drive service design for critical initiatives and programmes aligned with customer and proposition strategies. Define project goals, timelines, and strategies to deliver enhanced customer journeys. Facilitate engaging workshops with stakeholders, customers, and colleagues, both remotely and in person. Design Excellence: Apply empathic, user-centred design practices to develop solutions for products and services. Balance business vision, values, and product strategy to create exceptional customer experiences. Lead and manage research-driven projects to understand customer needs, including research design, fieldwork, and analysis. Customer Journey Mapping: Use strategic, data-driven insights to improve customer satisfaction and establish customer lifetime value. Customer Experience: Partner with stakeholders to understand, measure, and enhance the customer experience throughout the lifecycle. Vulnerable Customers: Embed inclusivity and accessibility best practices into the design process. What Were Looking For Ability to plan and lead teams effectively, ensuring alignment and engagement across key initiatives. Stakeholder management: Build rapport by actively listening and understanding concerns before presenting solutions. Adopt a collaborative approach to address defensiveness and foster alignment. Proficiency in service design methods, including user research, journey mapping, service blueprints, prototyping, and workshop facilitation. Excellent communication skills, including the ability to synthesize content into concise summaries. Strong commercial acumen and strategic thinking. Not a requirement but would be a plus to have experience within financial services or regulated environments. Understanding of inclusive design principles and behavioural science. The interview process: 30-minute call with Talent Acquisition. 30-minute competency-based interview with the Hiring Manager Up to 1 hour technical based interview with the Hiring Manager 30-minute presentation (a case study of your choice to present your skill set) with our Senior Manager and a colleague Offers are subject to satisfactory background checks, including credit, fraud, and employment references. ADZN1_UKTJ