Service Designer
Posted 4 days ago by Zebra People | B Corp™
£78 Per hour
Outside
Undetermined
London Area, United Kingdom
Summary: A leading fintech client is seeking a Service Designer to enhance operational processes and improve customer experience by streamlining agent workflows. The role involves analyzing current frameworks and designing a future state that addresses inefficiencies and supports agents in their tasks. The ideal candidate should be a systems thinker with a focus on Jobs To Be Done (JBTBD) and must be able to work pragmatically and at pace. This position is outside IR35 and initially for 3 months with potential for extension.
Key Responsibilities:
- Analyze current operational frameworks and identify inefficiencies.
- Design a future state framework for agent workflows and customer interactions.
- Focus on improving the customer experience and agent tooling.
- Implement streamlined processes that reduce duplication of effort.
- Utilize Jobs To Be Done (JBTBD) methodology to enhance agent performance.
- Work collaboratively with teams to ensure coherence in design and implementation.
Key Skills:
- Experience in service design, particularly in fintech or similar industries.
- Strong systems thinking and problem-solving abilities.
- Ability to work at pace and pragmatically.
- Familiarity with Jobs To Be Done (JBTBD) methodology.
- Experience in operational process improvement.
- Open to candidates with government experience.
Salary (Rate): £78.00/hr
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
*Outside IR35 contract* A leading fintech client is seeking a Service Designer to work on the operational side of their business. As well as the online tools and products customers interact with, there are real people—agents—who deal with fraud, collections (arrears), vulnerable customers, and complaints. My client has identified issues with the processes to support the agents and improve the customers' experience, so they can get their jobs done—unnecessary divergence, designing in silos, and lots of agents' time being duplicated. This person will need to step back, look at the frameworks that they use and the current state, then create a future state using a common framework that the teams can then implement, streamline, and make more coherent. They should be a system thinker able to find common ground. This role will fundamentally change how the agents will work, considering what different needs they might have, cutting through complexity and looking at agent tooling too. Key focus on Jobs To Be Done (JBTBD) to help them do their jobs better. Open to Government experience, but the candidate must be pragmatic and needs/wants to work at pace. Outside IR35. Initial 3 months with the possibility to extend