Salary: From £60,000
Below, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.
Across Mortgages and Financial Wellbeing in Nationwide, we have an important journey ahead of us to build and maintain our position in the mortgage and investments markets 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.
And we’re now looking for a Senior Service Designer to join our Service and Operational Excellence capability. Working in the Experience Strategy Landlord 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:
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 customer have experiences that are memorable, for all the right reasons, on every channel.
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 spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. 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.
What you’ll be doing
As Senior Service Designer, 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 Landlord value stream. Working with colleagues and stakeholders, you'll collate and analyse multiple data and research sources to document our current state service and design future states. 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
To join the team as Senior Service Designer, you’ll need:
If you have experience in any of the following, even better:
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.
We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
What makes us different
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.