Senior Service Designer

Senior Service Designer / Senior Customer Journey Designer is required by my global financial services client. This role will be home based with very ad-hoc on-site visits to two of their UK based sites.

The initial contract term is 6 months and this role is on an Inside IR35 basis so a compliant payment solution must be utilised. Day rates are flexible, please detail your expectation upon application.

My client are seeking an experienced and strategic Senior Service Designer to join their Customer Journey team. This is an opportunity to help shape the role and contribution of Service Design in the company as they work towards improving their customer experience in support of great customer and business outcomes.

As a member of this team, you will play a central role in mapping their customer journeys across a complex landscape of internal functions and external business partners. It will require experience in judging the right approach for the right moment, balancing both qualitative and quantitative analysis whilst holding and facilitating a space for stakeholders in the organisation to collaborate.

The ideal candidate will have a strong background in service design within financial services or other regulated consumer focused sectors. Specific experience working within Consumer Duty and/or Principles based regulation, leading complex sets of stakeholders through change would be very beneficial. You should have a portfolio that highlights your approach to problem solving coupled with your skills in service design.

Key Responsibilities

• Lead the design and mapping of current end-to-end customer journeys ("as-is"), accurately reflecting how customers experience our services today.
• Collaborate with business owners to integrate their processes and impact on the customer experience into journey maps.
• Use customer research and triangulate with other sources of operational and management information to inform journey mapping and identify customer and business outcomes as well as opportunities for improvement.
• Collaborate with cross-functional teams to develop and design solutions that address identified pain points and enhance the future state ("to-be") customer journeys.
• Support governance and reporting related to Consumer Duty, ensuring all designs meet regulatory standards.
• Work closely with product teams to inform and prioritise the product roadmap based on service design insights.
• Present findings and recommendations to senior stakeholders, translating complex design concepts into actionable insights.

Experience:

• Proven experience as a Service Designer, with a strong portfolio demonstrating expertise in journey mapping and service design.
• Experience working in financial services or another consumer-regulated industry.
• Deep understanding of customer-centric design principles and methodologies.
• Familiarity with regulatory requirements in the financial services sector, particularly Consumer Duty.
• Strong analytical skills and the ability to translate research findings into practical design solutions.
• Excellent communication and stakeholder management skills.
• Proficiency in service design tools and software.
• Ability to work collaboratively in a cross-functional team environment.
• Bachelor’s or Master’s degree in Service Design, Interaction Design, or a related field.
• Certification in relevant service design methodologies or tools.

This is a fantastic opportunity to secure a long term contract role within a prestigious organisation. Please send your profile in the first instance and if relevant you will be contacted with full role and company information.