About this role
Salary: £62,000 - 102,000 per year
Requirements: Solid hands-on experience in roles such as Senior or Lead Service Designer or a related field, focusing on end-to-end customer experiencesProven record in service design projects, including journey mapping, service blueprinting, and storyboardingExperience conducting user research to inform service design outcomesA strong portfolio demonstrating end-to-end service design work, from discovery and insight through to service blueprints and future-state journeysStrong communication skills to articulate service design artefacts to stakeholdersExperience representing service design in key governance and decision forumsExperience with fast-paced, iterative design approaches involving frequent testing and refining of conceptsStrong collaborative skills to build alignment across diverse teamsDegree in Design, Service Design, HCI, Behavioural Science, Business, or related field, or equivalent practical experienceAbility to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectivesConfidence leading workshops, co-creation sessions, and playback meetings with senior, cross-functional stakeholdersComfortable presenting and tailoring communication style for different audiencesAbility to build trusted relationships with Product, Engineering, Operations, Risk, and Compliance Responsibilities: Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platformsDevelop clear future-state service propositions, journeys, and concepts that deliver value to customers and the businessPartner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end-to-end service experiences across channels and touchpointsWork with UX Research and Data to plan, conduct, and synthesise research to inform and validate service design deliverablesLead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvementDesign service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiencesCreate experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinementCollaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metricsCommunicate complex service thinking clearly to stakeholders Technologies: SupportMarketingUX UI DesignBlockchainSecurity More:
We are a global financial services leader providing strategic advice and products to prominent corporations, governments, wealthy individuals, and institutional investors. Our Corporate Functions team covers a diverse range of areas from finance and risk to human resources and marketing, and our Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share, and control their financial data so they can make smart decisions with their money. We value diversity and inclusion, offer an equal opportunity workplace, and support reasonable accommodations. This is a full-time role.
last updated 36 week of 2026