Service Designer

Overview of UK Holistic

UK Holistic is a programme of work sponsored by the Group CEO, designed to join the dots for Admiral customers across our Portfolios and set of products, as well as bringing new products to market using modern agile methods.  The aim is to create the optimal customer experience for our customers, adding and measuring value at every step.

Overview of Admiral

Admiral Group plc is a distinguished British financial services entity, renowned for its innovative approach and dedication to customer satisfaction. Established in 1991 and headquartered in Cardiff, Wales, Admiral has emerged as a formidable force in the UK insurance landscape, offering a wide array of insurance products through its brands and sub brands such as Admiral Money, Admiral Pioneer, Admiral Business and Veygo. As a FTSE 100 listed company, Admiral employs over 10,000 individuals, underscoring its substantial impact on the market.

About this Role

This is a fantastic opportunity for a Service Designer to work in a new cross-functional value proposition design team, to lead the identification and validation of new customer problems and solutions, spanning all of Admiral UK commercial entities and assets, and drive ambitious new growth opportunities.

You’ll work with insight and data leads, UX and UI designers, and developers, to explore and qualify your hypothesis, and produce material ideas / bets for Admiral to invest in.

You will lead and coach the team on the service design framework and approach and embed that practice as a core way of working to innovate.

We're looking for a creative and proactive team member who is passionate about customer-oriented innovation, that is feasible and commercially viable, practicing service design principles, applying lean UX and rapid prototyping techniques, and developing new products and services.

You are a Service Designer who is confident working in a fast-paced environment and within multi-disciplinary teams. You should be a quick and curious learner who is able to build capabilities around service design and human-centred design mind-set.

You are confident in practicing Design Thinking and can move from design thinking to design doing simultaneously. You are excited about experimenting in real-life environments, along with an openness to new ways of prototyping and testing products and services; always with a goal to develop innovative solutions to problems that matter to customers.

Key Responsibilities 

• Apply strategic thinking to ensure the best end-to-end outcome for end users.
• Analyse and synthesise customer and other insights and data [business, competitor, market, brand] and formulate hypothesis to explore and test.
• Plan, run and manage customer research, interviews, tests, field experiments, etc. to clarify a hypothesis, then measure, analyse and synthesise the results.
• Create high-quality service design and UX artefacts such as personas, journeys maps, rapid prototypes, etc.
• Steer the team towards a unifying vision for any given value proposition and help develop consensus between stakeholders and independent entities.
• Facilitate Squad ceremonies where they help orchestrate workflow to explore and validate the key value proposition hypothesis.
• Build a close relationship with the cross-functional team to ensure the whole is greater than the sum of its parts, and the team can achieve impact.
• Collaborate deeply with the insight and data leads, to explore and leverage both qualitative and quantitative work.
• Support the Head of Value Proposition with qualitative insights, commentary, and options in the quest to validate new ideas / bets.
• Coach and drive continuous improvement of service design, lean UX and innovation methodologies to ensure teams deliver high quality work as efficiently as possible.
• Foster a culture of questioning, testing, collaboration, feedback, continuous improvement, and support.
• Articulate and evidence decisions in context to level of risk, complexity, and impact.
• Provide and share feedback to stakeholders and teams to drive service design continuous improvement.

Skills and Qualifications 

• At least 5 years’ experience in a service design role.
• Experience delivering end-to-end service design outcomes for users and sponsors.
• Strong track record of collaborating with business and value proposition leaders, insight, and data analysts, UX and UI designers, product managers, and developers.
• Deep expertise in ethnographic and immersive customer research.
• Expertise of human-centred design processes and curiosity to adopt new approaches to product and service development.
• Knowledgeable about wide range of service design tools and methodologies.
• Experience of moving from insights into rapid prototyping – with tools like Figma, Adobe – and running experiments
• Experience of presenting a new idea / bet as a validated – and investible – option to business leaders, with a compelling narrative and demonstrable proof points.
• Ability to understand the existing technical systems, processes, regulations, tools, technology, and design system.
• Expertise in Adobe Design Suite (Illustrator, InDesign, etc).
• Knowledge around lean-UX and start-up methods.
• Worked with agile methodologies and scrum teams.
• A bachelor’s degree or equivalent in a design-related discipline.

Personal Attributes

• A passion for building impactful solutions and able to balance value and cost.
• Capable of prioritising tasks when working on various projects, making intelligent and intuitive decisions when needed, prioritising and mitigating constraints.
• Interested in the start-up world from FinTech and InsureTech.
• Comfortable steering internal or external design workshops.

Why Join Admiral?

Admiral Group Plc offers a unique and dynamic work environment where innovation and creativity are highly valued. We are committed to providing our employees with opportunities for professional growth and development. By joining our team, you will play a key role in shaping the future of our product offerings and enhancing our competitive edge in the global market.

Admiral is an equal opportunity employer and welcomes applications from all qualified candidates. The successful candidate will have the opportunity to make a significant impact on the company's strategic direction and overall success.

Salary, Benefits, and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration.

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