Service designer

The work

We're mapping a major UK bank's business banking experience end to end.

The job is to produce service design blueprints for the key customer journeys, the ones that cut across channels and functions: digital, in-branch, telephony, customer servicing and the operations behind them.

This is cross-channel, front-stage and back-stage work.

We need people who can sit with stakeholders across the business, pull a journey apart, and show how it actually works and where it breaks, from the customer's first action through to the back-office steps that fulfil it.

What you'll do

• 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.

Must have

• 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. Able to lead a journey workstream with light direction.

Nice to have

• Experience inside or alongside a large, regulated organisation with legacy systems and multiple channels.
• Experience bridging digital, physical (branch) and voice (telephony) experiences in one blueprint.

For the role

• Seniority: mid-weight to senior level.
• Location: London-based, able to travel to a central London client site.
• Domain: business banking experience preferred. Banking or financial services experience required.