Lead Customer Experience Designer

Job title:

Lead Customer Experience Designer

Company

Vanquis Bank

Job description

Lead Customer Experience DesignerLocation: Bradford, Chatham, Petersfield or LondonWe 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 officesWorking 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%, 1 paid day to ‘give back’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 Customer Experience Designer, you will be reporting to the Head of Customer Experience. As a Lead Customer Experience 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 be working with cross functional teams to concept, design, develop and test end-to-end customer experiences that actively help our customers to understand and manage their financial health. You will be a true customer champion, driving change across VBG, being passionate about great customer experience, how to get others excited about it, and how to operationalise it at scale.In your day-to-day role, as a Lead Customer Experience Designer, you will:Customer Strategy: be a key player in reshaping the way we do customer experience (CX) design, working with stakeholders across the organisation to create and iterate upon design processes to ensure we deliver great experiences and better products to realise our customer and proposition strategy.
Design: use your understanding of our customers to ensure the customer experience of VBG products is where it needs to be, across channels and in an end-to-end digital and non-digital journey. Constantly use feedback from users and/or analytics to drive better outcomes by your design decisions.
Use rapid prototyping to test the usability of designs and interactions. Iterate quickly, and champion great design 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 working on customer experience design or user experience design, with a solid portfolio of work you will be able to confidently talk through.
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.
Experience of working in a regulated environment or similarly complex environment.
Previous experience of working in financial services preferred.
Experience of empathic and user-centred design practices.
Knowledge of inclusive design principles and designing for accessibility.The interview process:Up to 30minute telephone call with a member of the Talent Acquisition team
Up to 30 minutes competency interview with the hiring manager
Up to 1 hour technical interview with members of the hiring team
Final interview with the senior manager for up to 30 minutesOur 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?Back in 1880, our founder, JK Waddilove started to provide factory workers in Bradford, with essentials, when others wouldn’t, like coal and clothing.Times have changed since then, society has moved on, and our market and customer needs have evolved.Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.Today we have stayed true to our purpose, just as we’ve always done, in our communities, for our customers, in an evolving and changing world.It’s why we are here, it’s how we will stay, and as Vanquis Banking Group, we can look to the future, and look back at our past with pride.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 StatementHere 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, martial 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, its 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 Talent.Acqusition@vanquisbankinggroup.com

Expected salary

Location

Petersfield, Hampshire – Chatham, Kent

Job date

Fri, 30 Aug 2024 04:01:29 GMT

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