Principal Service Designer
Global Asset Management

Posted   User experience,Service design,Executive

Contract type
Up to £90,000
London (with travel)

We have partnered with an International Asset Management firm who are embarking on a global digital transformation. The business are fully bought in adopting a user centred design approach and furthermore seem to have a pretty good grasp on what Service Design is. The plan is now to bring in an experience Principal Service Designer to help establish and implement scalable processes and tools.

The business have gone through significant change in the past 2 years which is largely down to their Head of Digital. This person has educated the business around digital products, processes and tools, helping them to understand their potential. The challenges have been a mix of behavioural and understanding the state of their current digital properties. After many workshops and meetings this has been mapped out and now they are starting on their very extensive roadmap. This is where the Service Design part comes in!

The business have been looking at a number of broad services that they currently offer their customers and focusing on regions where this needs to be translated. The current market in question is Japan where they are up to pilot stage thanks to the use of contractors and their very talented Head of UX. The focus is largely on digital components, however there are many other aspects that need to be unpacked and thought of – business change is top of the list. Understanding the cultural changes and local markets is paramount in understanding the challenges that need to be navigated around.

Needless to say, there will be plenty of travel involved. So if this is something you are not comfortable with then I’m afraid it's non-negotiable.

The plan is to create a set of tools and processes that are scalable to implement across their global markets. They don’t want to reinvent the wheel each time, therefore developing a toolkit that could be applied and then roughly spend 20-30% localising. In theory, this is great but with a firm of this size and variety of services they offer, I would expect there to be lots of moving parts.

In regards to skills needed, they are looking for someone who is an established service designer who is comfortable working with challenging stakeholders in corporate environment. The outputs will be creating process designs, communicating the end state through SD Journey maps/blue prints and building out business change plans.

The other services you will be involved in include client reporting, sales enablement tools and compliance reporting.

If you are interested and would like to know more please get in touch ASAP.