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.
Designing end-to-end customer services and journeys
Creating service blueprints, roadmaps and future-state service concepts
Mapping customer and colleague experiences to identify pain points and opportunities
Facilitating workshops and collaborating with senior stakeholders across Digital, Technology, Operations and Customer functions
Using research, behavioural insight and data to inform service design decisions
Supporting the delivery and continuous improvement of services
Exploring opportunities to enhance services through automation, AI and digital capability
Proven Service Design experience delivering complex transformation programmes, with a strong track record of stakeholder engagement, facilitation and influencing change across multiple business functions
Strong expertise in service blueprinting, journey mapping, personas and systems thinking
Experience designing services across digital, assisted and face-to-face channels
A strong understanding of accessible, inclusive and human-centred design principles
Excellent stakeholder engagement and workshop facilitation skills
Experience using research, insight and data to drive evidence-based decisions
Exposure to AI, automation or data-driven service improvement initiatives would be beneficial
Experience 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.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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