Junior Service Designer

Rathbones provides individual investment and wealth management services for private clients, charities, trustees and professional partners. We have been trusted for generations to manage and preserve our clients’ wealth.

Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK’s most responsible wealth manager.

We see it as our responsibility to invest for everyone’s tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society and create a lasting legacy. Thinking, acting and investing responsibly.

Role: Junior Service Designer

Department: Client Office

Location: London

Contract Type: Permanent

The Role

To design and own differentiated end-to-end service experiences in line with SX strategy and desired brand experience principles, which embeds Consumer Duty principles, leading to stronger market share and acquisition of target segments, and in higher engagement, retention and emotional loyalty at appropriate margins.

Outcomes of the Role

• Support the Head of Service Experience team understand the route cause of service experience issues, and ideate around resolve them collaboratively.
• Successfully support and manage end-to-end service experience projects and programmes, responsible for all aspects of service design involving the creation of, or change to services that stretch across digital and non digital channels. 
• Use service design competency to improve client outcomes, leading to measurable increases in client engagement, retention, and emotional loyalty.
• Manage the delivery of high-quality design output across multiple transformation initiatives
• Create the conditions for and facilitate suitable and effective ideation formats and upskill our organisation on ideation methodologies
• Define and deliver an appropriate design methodology for each unique initiative
• Bring diverse and thought-provoking perspectives and points of view to explore solutions with our business teams and clients

Knowledge & Experience

• Basic competency in service design methods.
• Experience with digital ecosystems, including CRM and MarTech solutions, is desirable.
• Collaborative mindset, able to create visualizations to clarify thinking and align understanding.
• Strong communication skills with the ability to learn stakeholder management skills.
• Ability to work effectively with multiple teams in different contexts.
• Self-starter with an explorative mindset.
• University degree (or equivalent) preferred.
• Basic understanding of wealth or investment management/private banking is a plus.
• Familiarity with design tools like Miro and Adobe Creative Suite

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values – those that are passionate about client service, operate with the highest levels of integrity and have a strong results focus.

We’re a Level 1 Disability Confident employer under the UK Government scheme. This means we’ve signed up to a set of commitments around how we recruit, retain and develop people with disabilities. Find out more about the Government Scheme online. If you require adjustments to apply for a role at Rathbones, please contact us via recruit@rathbones.com to let us know what adjustments you may need.