Job Introduction
Main Responsibilities
- Work on customer engagement activities, supporting the bank to increase customer attraction, retention, satisfaction and advocacy.
- Be a subject matter expert that partners with the Product Owners to build out the vision for the customer journey and bring all members of the cross functional teams together and along on the journey of continuous improvement.
- Plan and facilitate workshops, coordinating a cross-functional team, gathering / analysing relevant insight and completing competitor analysis, to map both the customer and colleague experiences for the ‘as-is’ state
- Use ideation techniques to build a ‘to-be’ future states with your cross functional product team.
- Visualise customer experience by creating customer journey/experience maps, service blueprints, storyboards, interaction models, flows and wireframes which incorporates both vulnerable customers’ needs and sustainability.
- Work with research and UX design team colleagues to ensure change is user led all the way from insight to idea through development to launch.
- Build on templates, guidance and training to ensure a consistent approach to customer journeys and service design.
- Coach, influence and mentor team members and other stakeholders in group and across markets to ensure there is alignment and a shared passion and understanding to continuously improve end to end journeys and services.
- Demonstrate a good understanding of Consumer Duty regulation so that all change enables the bank to meet its regulatory requirements.
Ideal Candidate
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
- Passionate about design thinking methodology, frameworks and tools and they can be used to explore end to end customer journeys
- Experienced in using customer data and insights to create compelling business cases and presentations
- Clear and engaging communication skills particularly to present to senior audiences to succinctly articulate complex topics and facilitate workshops
- Natural at actively building effective working relationships across all levels of the organisations across and globally with stakeholders in different markets
- Demonstrate knowledge of agile working methodologies
- Practised in applying problem-solving abilities within cross-functional teams to identify the optimal balance between meeting customer requirements and achieving business objectives.
Company Information
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.
What is in it for you?
- We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
- Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
- A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
There will be a coffee chat, competency-stage interview and final stage interview.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email uk_talent@careers.handelsbanken.co.uk.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.