Job Introduction
Handelsbanken is a relationship bank built on trust, long-term thinking and local decision-making. We provide bespoke banking and wealth management services to personal and corporate customers,
Our decentralised model means decisions are made close to the customer, in our branches. Our central Functions teams play a vital role in supporting the branch network, providing the expertise, governance and infrastructure that enable branches to serve customers effectively and sustainably.
This approach had underpinned our success for decades. Handelsbanken is independently recognised as one of Europe’s safest commercial banks, holds the strongest credit rating among its peers and is consistently ranked highly for customer satisfaction and relationship banking.
Our culture is values-led, shaped by trust, respect, and long-term thinking. We empower our people to use their expertise, make confident decisions and build long-term careers. We look for people who share our long- term vision, want to grow and want to make a meaningful impact in their local community and with the Bank
Check our Handelsbanken website for further information
The opportunity
Service design at Handelsbanken is one of the two key disciplines comprising Strategic Design, alongside Research and Insight. We work closely with User Experience and are a team of highly skilled, passionate and curious individuals enabling people all across the business to keep customers front of mind and innovate by integrating research and using design thinking to creatively solve problems in the bank. The team sits within the Customer function and is a key part of the bank’s digital transformation programme.
Reporting into the Strategic Design Lead, you will work collaboratively in cross functional teams to understand current user journeys and design future states. You will also be a strong communicator and facilitator to help teams across the bank understand the value of design and bring them along on the journey, to ensure together we deliver change well for both colleagues and customers.
Key responsibilities
- Collaborate with cross-functional teams to design and improve end-to-end customer and colleague experiences, driving customer attraction, retention, satisfaction, and advocacy.
- Act as a strategic partner to Product Owners, co-creating a vision for customer journeys and fostering alignment across diverse teams to deliver continuous improvement.
- Plan, lead, and facilitate co-creation workshops, engaging stakeholders and leveraging techniques such as service blueprinting, journey mapping, and ideation to define “as-is” and “to-be” states of services.
- Plan and conduct both internal and external research to inform your design thinking.
- Synthesize research, insights, and data to inform design decisions and ensure services address the needs of all customer segments, including vulnerable customers.
- Develop and maintain design artifacts such as customer journey maps, service blueprints, interaction models, personas, storyboards and prototypes to articulate opportunities and solutions clearly.
- Work closely with research, UX, and data teams to ensure design is user-led from discovery through to delivery, championing evidence-based decision-making.
- Establish and maintain scalable design frameworks, templates, and tools to ensure consistent practices across teams and markets.
- Serve as a mentor and coach, enabling teams and stakeholders to adopt service design practices and foster a shared commitment to improving customer experiences.
- Ensure all designs and changes align with regulatory requirements such as the Consumer Duty regulation, balancing compliance with customer-centric innovation.
- Measure and evaluate the impact of service design initiatives through defined success metrics, ensuring tangible business and customer outcomes.
What we’re looking for
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…
- Expertise in service design methodologies, frameworks, and tools such as customer journey mapping, service blueprinting, and systems thinking
- Strong analytical skills, leveraging customer data, insights, and research to inform strategy and help build compelling business cases
- Advanced skills in visualisation and prototyping tools (e.g. Figma) to communicate and iterate concepts clearly and effectively
- Advanced skills in workshop facilitation and narrative building, presenting complex topics to senior stakeholders, and creating alignment across diverse groups
- Strong evaluative skills to test prototypes of concepts and interactions across multiple channels
- Solid understanding of agile working practices and experience collaborating within agile delivery teams
- Ability to measure service performance and use metrics to iterate and improve customer outcomes
Why join Handelsbanken
We want everyone at Handelsbanken to feel supported, motivated, and able to do great work. That’s why, alongside brilliant colleagues, meaningful work and training and development opportunities, we provide a variety of benefits designed with your wellbeing in mind.
In addition, there is a flexible benefits package with the key highlights detailed below.
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken Talent Acquisition Partners will be reviewing your details and will later organise a phone conversation if your experience aligns with our requirements, we will extend an invitation for you to participate in an interview.
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.
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.
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