Service Designer

Requirements:

• Demonstrable service design experience, with a portfolio of service blueprints and cross-channel journey maps that go beyond app and website UX.
• Banking or financial services experience. Business or commercial banking is a strong plus. Retail banking or broader financial services is acceptable.
• Confidence facilitating workshops and interviewing stakeholders across business functions and operations.
• Comfort with the back-stage: process, systems, ownership and servicing.
• Mid-weight to senior level, with the ability to lead a journey workstream with light direction.
• London-based, able to travel to a central London client site.
• Portfolio links required with each candidate, with service blueprints clearly shown.

Responsibilities:

• Map key business banking journeys end to end across digital, branch, telephony and customer servicing.
• Build service blueprints that connect the customer-facing experience to the back-stage processes, systems and teams that deliver it.
• Run discovery and workshops with stakeholders across functions to understand how each journey really works.
• Identify handoffs, gaps, duplication and points of failure between channels and teams.
• Produce clear artefacts that a senior banking stakeholder can read and act on.
• Lead a journey workstream with light direction and support cross-functional collaboration.

Technologies:

• Support
• UX UI Design

More

We are working on a 3-month initial assignment in London, operating on a hybrid basis with travel to a central London client site as required. This is a market-rate role inside IR35 and is umbrella only. We are mapping a major UK banks business banking experience end to end, producing service design blueprints for key customer journeys across digital, in-branch, telephony, customer servicing and the back-office operations that support them. This is cross-channel work spanning front-stage and back-stage delivery, and we need someone who can work closely with stakeholders across the business to show how the journeys function and where they break. The role is mid-weight to senior and ideally suited to someone with strong service design, banking and workshop facilitation experience.

last updated 43 week of 2026