Senior Service Designer

Your new company An established UK Financial Services organisation undergoing significant customer, digital and service transformation.

Your new role The Senior Service Designer will be responsible for designing and improving end-to-end customer services, translating CX strategy and customer insight into simple, inclusive and accessible experiences across digital, contact centre and branch channels.

Design end-to-end customer services and journeys, translating the CX strategy into practical service concepts, blueprints, processes and roadmaps.

Map customer and colleague experiences, identifying pain points, behavioural barriers, inclusion risks and opportunities to simplify services.

Work collaboratively across Digital, Technology, Operations, Data, Contact Centre and Branch teams to ensure services work effectively across all channels.

Facilitate workshops and engage senior stakeholders, aligning teams around customer needs, service designs and delivery priorities.

Use research, behavioural insight and data to test and improve designs, prototyping ideas and ensuring decisions are evidence-led.

Support services through delivery, launch and continuous improvement, while exploring opportunities through automation, AI and digital tools.

What you'll need to succeed

They are seeking an experienced, customer-focused design professional with the ability to turn strategic ambitions and insight into practical and deliverable end-to-end services.

Proven Service Design experience delivering complex end-to-end services, ideally within financial services or another regulated environment.

Strong expertise in service blueprints, journey mapping, personas and systems thinking, connecting customer experience with underlying processes and technology.

Demonstrable experience of inclusive, accessible and human-centred design, identifying potential barriers and ensuring services meet different customer needs.

Experience designing services across digital, assisted and face-to-face channels, including environments such as contact centres, operations and branch networks.

Strong stakeholder management, facilitation and storytelling skills, with the confidence to lead workshops and influence senior stakeholders.

Ability to translate strategy into practical solutions, using research, behavioural insight and data, with exposure to Data / AI / Automation.

What you'll get in return You can expect a salary in the region of £60,000 (DoE), along with pension (up to 10%), annual bonus, life assurance (4x), private medical, hybrid working and a range of flexible benefits.

*Please only apply if you have previously worked in a Service Design capacity on large Transformation programmes and live within a commutable distance to West Yorkshire.

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk