Location: Bradford, Chatham, Petersfield, London

Closing Date: Friday 27 September 2024

Lead Service Designer

Location: Bradford, Chatham, Petersfield or London

We are happy for you to be based in any of our offices above but please note that occasional travel will be required to our other offices.

Working Pattern: Our working style is hybrid, with flexibility to support work-life balance. We value meaningful in-person interactions, so we work mostly remotely and, in the office, when in-person collaboration is key.

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 2 paid days to ‘give back’, enhanced maternity pay (once successfully passing probation), 4 weeks paid paternity, LinkedIn Learning for all, Snoop Premium, Private Medical Insurance.

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You and Your Team:

Have you ever considered the potential to improve people's relationship with their finances? Do you feel that financial institutions often fall short in truly supporting their customers, leaving a gap in the market for value-driven organizations that prioritize customer needs? Our Purpose is simple: To deliver caring banking so our customers can make the most of life’s opportunities.

This is your opportunity 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 a Lead Service Designer, you will play a crucial role in developing and championing the customer vision and strategy across VBG 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.

In your day-to-day role, as a Lead Service Designer you will:

Customer Strategy: Service design of critical initiatives, projects and programmes to realise our customer and proposition strategy. This will include defining project goals, timelines, strategies and successfully implementing new or improved customer journeys. Design and facilitate engaging workshops with stakeholders, customers and colleagues, both remote and in person.
Design: Using empathic and user-centred design practices, responsible for designing and developing solutions for new or existing products and services, considering business vision, values, product strategy whilst delivering exceptional customer experiences, from generating concepts to creating user journeys and service blueprints. Lead and manage projects with insight and research colleagues to deeply understand our customers' needs, including recruitment, research design, fieldwork and analysis.
Customer journey mapping: Apply a strategic focus and outside/in approach to customer data to create strategies that improve customer satisfaction across the bank, establishing customer lifetime value.
Customer Experience: Work in partnership with key stakeholders across the organisation to understand, measure and implement improvements to all aspects of the customer experience throughout the customer lifecycle.
Vulnerable Customers: Incorporate best practice for inclusivity and accessibility into the design process.

What will make you stand out?

Extensive experience of empathic and user-centred design practices.
Experience in using service design principles and methods including user research, customer journey mapping, service blueprints, prototyping, workshop facilitation.
Strong commercial understanding and business acumen.
Excellent communication skills, both written and oral, demonstrating clarity in thinking.
Extensive experience in service design and user-centred design or related fields, with a proven track record of success.
Experience of working in a regulated environment or similarly complex environment.
Previous experience of working in financial services preferred.
Knowledge of inclusive design principles and designing for accessibility.

The interview process:

Up to 30-minute telephone call with a member of the Talent Acquisition team.
Up to 30 minutes with the hiring manager for a competency-based interview.
Up to 1 hour technical-based interview with the hiring manager.
Up to 30-minute final interview with the senior manager + another manager of the team to present a case study of choice that best represents your skillset.

Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment, any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Your working life:

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great 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.

Why work for us?

We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.

At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group-wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our 'Buy as you Earn' schemes.

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.

Equal Opportunity Statement

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at

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