Senior Service Designer: End-to-End Experience Architect

Testing Site - JPMC; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Testing Site - JPMC is seeking an experienced Service Designer to shape customer experiences across channels and platforms. You will apply service design and systems thinking to lead key initiatives, collaborate with diverse teams, and drive improvements in customer satisfaction.

This role requires a strong portfolio, hands-on research, and the ability to articulate complex service concepts to stakeholders, while supporting governance and ensuring inclusive, end-to-end journeys.

Qualifications

• Experience in end-to-end service design projects including journey mapping and blueprinting.
• Experience conducting user research to inform outcomes.
• Strong portfolio showing discovery to future-state journeys.
• Strong communication to articulate artefacts to stakeholders.

Responsibilities

• Develop and implement a comprehensive service strategy across products and platforms.
• Create future-state service propositions, journeys, and concepts.
• Partner with Product, Design, Engineering, Operations, Risk & Compliance, Legal, and Data to shape end-to-end service experiences.
• 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 and incorporate 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.

Skills

Journey mapping

Service blueprinting

User research

Portfolio

Communication

Governance

Iterative design

Cross-functional collaboration

Education

Degree in Design/Service Design/HCI/Behavioural Science/Business

Job description

Testing Site - JPMC is seeking an experienced Service Designer to shape customer experiences across channels and platforms. You will apply service design and systems thinking to lead key initiatives, collaborate with diverse teams, and drive improvements in customer satisfaction.

This role requires a strong portfolio, hands-on research, and the ability to articulate complex service concepts to stakeholders, while supporting governance and ensuring inclusive, end-to-end journeys.