Customer Service Design Manager - #1754892

How You'll Help Us Live Our Purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – join us as our Customer Service Design Manager, (Senior Service Design Manager).

How You'll Make a Difference

The purpose of this role is to lead the experience design for Society Customers and the colleagues that serve them, through Customer Journeys, Service Model Design and supporting Operating Model frameworks, processes and procedures.

Working across the division, the role holder will be accountable for defining the divisional Service Model and Target Operating Model, evolving Customer Journeys and operational processes to deliver target Customer and Colleague experiences and best possible cost to serve.

Responsible for a small team, this individual will manage and develop the operational design discipline for the division, driving and governing experiences in line with target state ambition.

This is an integral role in the Customer Change and Business Readiness team, working with the wider Customer Strategy, Customer Division and Society stakeholders to deliver transformational and strategic change ensuring they support the achievement of society purpose, strategic goals and divisional priorities.

What will you bring to the role?

• Strong analytical skills with proven experience identifying, collating and using data and insights to design solutions and problem solve
• Effective communication skills with ability to envision, present and articulate future state to stakeholders across multiple levels
• Understanding of human centred design and experience co-creating with business members
• Ability to positively and confidently debate and influence design decisions at enterprise level
• Evidence of managing small teams and the ability to motivate, coach and mature a discipline
• Experience supporting strategic change or transformation interventions, in particular execution of an operating model project
• Skilled at journey or process analysis, mapping and driving experiential improvement
• Good attention to detail with strong organisation and planning skills
• Proven experience in either organisational design, business architecture/analysis or service / journey design
• Proven and recent experience of working in regulated environments, assessing change impact against the risk landscape
  
  
  

And in return, you'll get the best from us:

• An annual colleague bonus of up to 12%
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Electric vehicle scheme/ Cycle to Work scheme
• 2 days' volunteering per year
  
  
  

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on [email protected].