Senior Service Designer

Senior Service Designer

Salary: £60,000-65,000 \+ benefits package and discretionary bonus

London - Hybrid, usually one day a week in the office

We’re looking for a mid-level Service Designer to join an established in-house design team inside a medium-sized banking group.

This is a hands-on role for someone who enjoys bringing clarity to messy service journeys, working closely with stakeholders and helping delivery teams turn insight into practical improvements.

For the first 12 months, you’ll mainly work across Premium Finance, improving journeys, processes and operational moments that shape the customer experience across onboarding, servicing, account changes, complaints, internal workflows and customer communications.

The strategy and roadmap are already in place, so the focus is execution: mapping what exists, finding the friction, facilitating the right conversations and turning research and insight into work the teams can act on.

What you’ll be doing

• You’ll work across customer journeys, internal processes and delivery teams to improve services with real operational complexity.
• Mapping customer journeys, lifecycles and service blueprints
• Helping teams understand where customers, colleagues or processes are getting stuck
• Supporting workshops with stakeholders, BAs, engineers and delivery teams
• Turning research and insight into clear service design outputs
• Creating practical artefacts that help teams make decisions
• Using storytelling to explain problems, opportunities and recommendations clearly
• This is not a UX/UI role. The focus is customer journey thinking, service improvement and making complex operational experiences easier to understand and improve.

You’ll probably be a good fit if you:

• Have around 4–5 years’ experience in service design, CX strategy, customer experience, consultancy or an in-house design team
• Have worked on services or journeys with some operational complexity
• Can show examples of journey maps, service blueprints, lifecycle maps, workshop outputs or similar artefacts
• Are comfortable working with research or insight, even if you wouldn’t describe yourself as a researcher
• Enjoy working with stakeholders and delivery teams, not just other designers
• Can bring structure to ambiguity without overcomplicating things
• Financial services experience is not essential. Backgrounds in utilities, telecoms, insurance, public sector, B2B/B2C services, customer operations or other complex service environments could all be relevant.

The team and environment

You’ll be joining an established Experience Strategy \& Design team made up of insight, service and product design specialists.

The team is well regarded internally and works closely with product owners, business architects, engineers, operational excellence leads and digital teams. You won’t have line management responsibility, but you will help guide people through the design process.

The role is London-based, with one day a week in the office. Tuesdays are preferred but not rigid. There may be occasional travel to Doncaster, but this is expected to be minimal.

The process

The process is likely to be two stages.

The first stage will cover your CV, motivations and a portfolio or case study discussion.