Service Design Leader – Fidelity Internship London

Overview

Position Title: Service Design Leader

Company: Fidelity International

Location: London, UK

Job Description

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together – and supporting each other – all over the world. So, join our INNOVATION team and feel like you’re part of something bigger.

Responsibilities:

• Provide service design consulting leadership and support for business team change / transformation projects, deploying the FIL service design approach, to drive better business outcomes
• Facilitating sessions for business teams, usually as part of our consulting service, but additionally, being an expert facilitator able to support other engagements such as conferences and events or one-off senior sessions, for example Strategy reviews (virtual and in-person)
• Acts as an advocate for the Service Design Team across the businesses and maintains strong relationships to identify opportunities for servive design consulting, and other support (training and coaching).
• Support and drive the adoption of Service Design across the local businesses, therefore in addition to consulting, provide ongoing coaching and training, in design thinking and service design tools and methodologies
• Provide a key interface with multiple teams such as Propositions, Distribution, Digital, Client Services, Operations and Technology

Requirements:

• Established track record (3-5 years) in Service Design, Innovation and Customer Experience Design
• Strong creative intuition, user of creative techniques and conceptual thinking, whilst also having an analytical mindset to work out organisational and business implications
• Excellent communication, stakeholder management and leadership skills, with a proven track record of influencing and motivating and proactively managing expectations
• Experience in leading, supporting and managing cross-functional business teams through a service design process, to drive change for the business to: optimise performance, generate cost savings and improvements whilst delivering employee and customer benefits
• Demonstrable experience in the typical service designer toolkit: stakeholder interviewing, journey mapping, persona building, hosting creative sessions, service prototyping
• Demonstrable experience of designing service design projects, responding to briefs from senior internal stakeholders