About this role
A leading UK Financial Services organisation is investing heavily in customer, digital and service transformation and is looking to appoint an experienced Senior Service Designer to help shape the future of its customer experience.
This is an opportunity to join a transformation-focused environment where you'll design and improve end-to-end services across digital, contact centre and branch channels. Working across business, technology and operational teams, you'll take customer insight and strategic objectives and turn them into practical, accessible and measurable service improvements.
What you'll be doing:
Designing end-to-end customer services and journeysCreating service blueprints, roadmaps and future-state service conceptsMapping customer and colleague experiences to identify pain points and opportunitiesFacilitating workshops and collaborating with senior stakeholders across Digital, Technology, Operations and Customer functionsUsing research, behavioural insight and data to inform service design decisionsSupporting the delivery and continuous improvement of servicesExploring opportunities to enhance services through automation, AI and digital capability What we're looking for:
Proven Service Design experience delivering complex transformation programmes, with a strong track record of stakeholder engagement, facilitation and influencing change across multiple business functionsStrong expertise in service blueprinting, journey mapping, personas and systems thinkingExperience designing services across digital, assisted and face-to-face channelsA strong understanding of accessible, inclusive and human-centred design principlesExcellent stakeholder engagement and workshop facilitation skillsExperience using research, insight and data to drive evidence-based decisionsExposure to AI, automation or data-driven service improvement initiatives would be beneficialExperience within Financial Services or another regulated environment is highly desirable This isn't a UI/UX-focused role. An understanding of customer experience and digital channels is important, but the successful candidate will be a Service Designer who's comfortable operating at an organisational level, working across business, operational and technology teams. We're particularly interested in candidates who have experience influencing senior stakeholders, facilitating workshops, building consensus and driving service transformation across complex environments.
Please note: This opportunity is suited to experienced Service Design professionals who have led service improvement and transformation initiatives across complex organisations. Applicants with predominantly UI, UX or product design backgrounds, without significant experience of end-to-end service design, stakeholder engagement and organisational change are unlikely to be a match for this role.
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