Service Designer

Salary: £? - ? per year

• 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, with business or commercial banking as a strong plus.
• Retail banking or broader financial services experience is acceptable.
• Confidence facilitating workshops and interviewing stakeholders across business functions and operations.
• Comfort working with back‑stage processes, systems, ownership and servicing.
• Mid‑weight to senior level, able to lead a journey workstream with light direction.
• Experience inside or alongside a large, regulated organisation with legacy systems and multiple channels is nice to have.
• Experience bridging digital, physical branch and voice telephony experiences in one blueprint is nice to have.

• 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.

• UX UI Design

We are working on a major UK banks business banking experience, mapping it end to end for a 3‑month initial engagement. The role is based in London on a hybrid basis, with travel to a central London client site as required. The contract is inside IR35 and umbrella‑only, with market rates. This is a cross‑channel service design assignment covering digital, branch, telephony, customer servicing and the operations behind them.

We are looking for someone who can work across front‑stage and back‑stage activity, collaborate with stakeholders, and create service design blueprints that clearly show how journeys work and where they break. We are specifically asking for portfolio links and service blueprints as part of the review.