Service Designer

Join us as a Service Designer at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionize our digital offerings, ensuring unapparelled customer experiences.

You will be focusing on the people, processes and technology when analyzing the current state and designing the end-to-end journey of a service.

**To be a successful Service Designer you should have experience with**:
1. Analysis:

- Capture and document current-state processes across key function while Identifying inefficiencies, pain points, redundancies, and control gaps.
- Identify and evaluate opportunities to embed AI, machine learning, and advanced analytics into business banking journeys and processes.
- Collaborate with data science and innovation teams to develop and pilot AI use cases (e.g., predictive servicing, intelligent routing, fraud detection).

2. Design:

- Design and develop optimised, scalable, future-state processes for end-to-end journeys
- Work closely with UX/UI designers, researchers, product designers and service designers to ensure design concepts align with the business realities and goals.
- Translate journey designs into actionable processes and support readiness across business and operational teams.

3. Solutions Delivery:

- Identify, assess, and deliver both tech-enabled and process-led solutions that support journey effectiveness.
- Work with technology, product, and vendor teams to deliver integrated capabilities.
- Evaluate low-code/no-code tools and process simplification opportunities.
- Design key business and experience metrics to track the success of design initiatives and iterate based on performance data.
- Drive adoption of AI-powered tools (e.g., virtual assistants, document intelligence, customer sentiment analysis) to improve efficiency and customer experience.

**Desirable skillsets/ good to have**:

- Producing Results - Ability to achieve or exceed planned outcomes, even in difficult situations. Effectively uses available resources (e.g., people and technology) and strives for excellence.
- Analytical Thinking - Applies tools and techniques to gather, process and analyse information using various sources and different perspectives. Recognises the significance of exploring and dissecting information in order to tackle tasks, decisions or issues.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

The location of the role is Chennai.

**Purpose of the role**

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.

**Accountabilities**
- Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
- Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
- Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
- Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
- Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
- Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

**Assistant Vice President Expectations**
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
- Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
- If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
- OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete ass