About this role
Salary: £? - ? per year
Requirements: Demonstrable service design experience, with a portfolio of service blueprints and cross-channel journey maps that go beyond app and website UX.Banking or financial services experience. Business or commercial banking is a strong plus. Retail banking or broader financial services is acceptable.Confidence facilitating workshops and interviewing stakeholders across business functions and operations.Comfort with the back-stage: process, systems, ownership and servicing.Mid-weight to senior level, with the ability to lead a journey workstream with light direction.London-based, able to travel to a central London client site.Portfolio links required with each candidate, with service blueprints clearly shown. Responsibilities: Map key business banking journeys end to end across digital, branch, telephony and customer servicing.Build service blueprints that connect the customer-facing experience to the back-stage processes, systems and teams that deliver it.Run discovery and workshops with stakeholders across functions to understand how each journey really works.Identify handoffs, gaps, duplication and points of failure between channels and teams.Produce clear artefacts that a senior banking stakeholder can read and act on.Lead a journey workstream with light direction and support cross-functional collaboration. Technologies: SupportUX UI Design More:
We are working on a 3-month initial assignment in London, operating on a hybrid basis with travel to a central London client site as required. This is a market-rate role inside IR35 and is umbrella only. We are mapping a major UK banks business banking experience end to end, producing service design blueprints for key customer journeys across digital, in-branch, telephony, customer servicing and the back-office operations that support them. This is cross-channel work spanning front-stage and back-stage delivery, and we need someone who can work closely with stakeholders across the business to show how the journeys function and where they break. The role is mid-weight to senior and ideally suited to someone with strong service design, banking and workshop facilitation experience.
last updated 29 week of 2026