NatWest Group
About the Role:
Lead service design excellence for the bank’s commercial and institutional franchise, driving customer-centric strategies and supporting a connected digital ecosystem. This role will focus on delivering exceptional customer experiences across all segments, from startups to large corporations.
Key Responsibilities:
- Deliver service design excellence across all customer segments.
- Design, direct, and prioritize opportunities for optimal business outcomes.
- Represent the customer through experience design strategies.
- Influence and negotiate with senior stakeholders.
- Collaborate with UX Research, Design Operations, HCD, and Design Strategy & Transformation teams.
- Utilize service design methodologies (journey mapping, blueprinting) to define strategy and roadmaps.
- Collaborate with risk colleagues to manage risks effectively.
Skills and Expertise:
- Proven design leadership experience.
- Expert in customer-centric experience strategies.
- Ability to lead high-performing design teams.
- Strong understanding of end-to-end experience design, design thinking, and business impact methodologies.
- Excellent stakeholder relationship management skills.
- Demonstrated business acumen and commercial experience.
- Knowledge of design operating models, digital business, and customer touchpoints.