Senior Service Designer

Position: Senior Service Designer x 2

Duration: 9 months

Location: Relocation to the customer’s European office required (hybrid working available)

Rate: Open to negotiation

Travel & Accommodation paid for

Overview

We’re looking for a Senior Service Designer to join a major Customer Experience (CX) transformation programme within the banking sector.

You’ll play a pivotal role in reimagining and redesigning customer journeys, working across digital and physical channels to create seamless, compliant, and customer-centred experiences.

The ideal candidate will combine strong service design craft with banking or financial services experience, understanding both customer needs and operational complexity, from front-office interactions to back-office processes and regulatory requirements.

You’ll work within a multidisciplinary team alongside researchers, product managers, data analysts, and technology leads to shape the future of customer experience in one of Europe’s leading financial institutions.

Key Responsibilities

• Lead end-to-end service design activity across multiple workstreams within a large CX transformation initiative.
• Map current-state customer and employee journeys, identifying pain points, inefficiencies, and regulatory constraints.
• Design future-state service blueprints, operational models, and experience principles aligned with customer, business, and compliance goals.
• Translate complex insight (from user research, CX analytics, and data) into clear design opportunities and strategic recommendations.
• Collaborate with UX, Research, Product, Technology, and Compliance teams to ensure solutions are feasible, secure, and customer-centric.
• Facilitate co-creation workshops with cross-functional stakeholders to ideate, prioritise, and validate new service concepts.
• Develop prototypes, blueprints, and value propositions that articulate the future customer experience vision.
• Support capability - building - sharing best practices, frameworks, and tools to help the organisation embed service design within its CX and product functions.

Essential Experience

• 5+ years of experience in Service Design or CX Design, ideally within banking, fintech, or financial services environments.
• Demonstrable experience working on large-scale customer experience or digital transformation programmes.
• Strong portfolio showing journey mapping, blueprinting, concept development, and service proposition design.
• Excellent facilitation and stakeholder management skills - able to align diverse teams across business, tech, and compliance.
• Experience working with customer insight and ethnographic research, translating behavioural understanding into design outcomes.
• Familiarity with tools such as Miro, Figma, Smaply, Lucidchart, or equivalent.
• Confident working in agile or hybrid project environments, collaborating closely with product and technology teams.