Lead Service Designer (12-Month FTC)

TL;DR

Lead Service Designer: Creating seamless digital experiences for customers and advancing Service Design practice across the Group with an accent on needs definition, journey mapping, blueprinting, and storytelling. Focus on facilitating workshops, influencing with evidence, and developing others through coaching and mentoring.

Location: Edinburgh (Hybrid: at least two days per week or 40% of time in office)

Salary: £78,098 - £91,880

Company

We're rebooting an icon and building the future of finance, investing in technologies, workplaces, and colleagues.

What you will do

• Lead creation of seamless digital customer experiences and advance Service Design practice.
• Work in agile teams to uncover priorities, visualise outcomes, and define scope.
• Facilitate workshops and discussions with internal customers to understand context, needs, and risks.
• Research and document current-state services and communicate future-state visions.
• Coach and mentor others, collaborate with designers, product owners, and engineers.
• Contribute to the design community by sharing knowledge and embedding design principles.

Requirements

• Highly motivated, proactive approach with strong relationship-building and empathy skills.
• Credible with senior audiences, confident in providing challenge, calm under pressure.
• Exceptional communication skills for diverse audiences.
• Experience in research methods and highly experienced in design thinking facilitation.
• Comfortable in all aspects of service design: needs definition, journey mapping, blueprinting, storytelling.

Nice to have

• Innovative problem-solving to bring others along.
• Ability to identify risks and respond to emerging priorities.

Culture & Benefits

• Hybrid working with flexibility and adjustments for disabilities.
• Generous pension up to 15%, performance bonus, share schemes, discounted shopping.
• 30 days holiday plus bank holidays, wellbeing initiatives, parental leave.
• Commitment to diversity, equity, inclusion; Disability Confident Leader with guaranteed interviews.
• Reasonable adjustments throughout recruitment and workplace.