Senior Service Designer - Manager (Discipline) - 12 Month FTC, UK Wide

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

As part of the Service and Operational Excellence team within Business Operations, we’re responsible for defining, designing, and delivering frictionless, useful experiences for our customers to meet their mortgage and financial wellbeing needs. We research, we iterate, we craft, we strive – and we do it all to make sure our customers have experiences that are memorable, for all the right reasons, on every channel.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role can be between 28 and 35.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be quarterly in either Swindon, London or Birmingham. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As Senior Service Designer - Manager (Discipline), you will be responsible for creating holistic and joined up understanding of our services, identifying where our service is not meeting customer needs or expectations, and articulating the business value of these opportunities to core stakeholders in our Home value stream. Working with colleagues and stakeholders, you'll collate and analyse multiple data and research sources to document our current state service and shape change candidates and support the development of future states of our service. You'll work closely with Research to drive understanding of our customer journeys and enrich the service view with customer and colleague insight, ensuring our strategic decisions around product, propositions, and service are rooted in evidenced customer need.

You will shape the story of what we do back into the business, aligning your design narrative to the core business challenges and priorities of senior stakeholders to influence and drive change. You will support this through the shaping, sizing, and value articulation of opportunities.

You will ensure the quality and efficiency of service design activity conducted by you and others across the programme. We’ll also look to you to bring a senior and commercially-minded view towards informing priorities and scopes of work against the strategic business priorities and key performance measures.

The projects you may be involved in spans end-to-end journeys and services, so there will be no shortage of opportunities for you to utilise your Service Design expertise across a broad range of experiences.

We work in a multi-disciplinary environment, so you’ll be collaborating with our Researchers, Process Design and Mapping teams, Product Owners, Customer Journey Managers, Experience Designers (UX, UI and Content), and other Service Designers. You will proactively connect into the wider Service Design community to drive standards, principles, and help us develop the practice across Nationwide.

This is a great opportunity to help develop our growing design capabilities across Mortgages and Financial Wellbeing.

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 put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
Up to 2 days of paid volunteering a year
Life assurance worth 8x your salary
A great selection of additional benefits through our salary sacrifice scheme
Wellhub – Access to a range of free and paid options for health and wellness
Access to an annual performance related bonus
Access to training to help you develop and progress your career
25 days holiday, pro rata

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.