Lead Service Designer

Salary: £62,000 - 102,000 per year

Requirements:

• Solid hands-on experience in roles such as Senior or Lead Service Designer or a related field, focusing on end-to-end customer experiences
• Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding
• Experience conducting user research to inform service design outcomes
• A strong portfolio demonstrating end-to-end service design work, from discovery and insight through to service blueprints and future-state journeys
• Strong communication skills to articulate service design artefacts to stakeholders
• Experience representing service design in key governance and decision forums
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Strong collaborative skills to build alignment across diverse teams
• Degree in Design, Service Design, HCI, Behavioural Science, Business, or related field, or equivalent practical experience
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Confidence leading workshops, co-creation sessions, and playback meetings with senior, cross-functional stakeholders
• Comfortable presenting and tailoring communication style for different audiences
• Ability to build trusted relationships with Product, Engineering, Operations, Risk, and Compliance

Responsibilities:

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms
• Develop clear future-state service propositions, journeys, and concepts that deliver value to customers and the business
• Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end-to-end service experiences across channels and touchpoints
• Work with UX Research and Data to plan, conduct, and synthesise research to inform and validate service design deliverables
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement
• Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics
• Communicate complex service thinking clearly to stakeholders

Technologies:

• Support
• Marketing
• UX UI Design
• Blockchain
• Security

More:

We are a global financial services leader providing strategic advice and products to prominent corporations, governments, wealthy individuals, and institutional investors. Our Corporate Functions team covers a diverse range of areas from finance and risk to human resources and marketing, and our Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share, and control their financial data so they can make smart decisions with their money. We value diversity and inclusion, offer an equal opportunity workplace, and support reasonable accommodations. This is a full-time role.

last updated 36 week of 2026