Service Design Manager

Service Design Jobs; Greater London; Hybrid; GBP 69,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Cash allowance

International travel up to 4 weeks per

Job summary

Service Design Jobs in London and Belfast seeks an experienced Service Design Manager to lead end-to-end service design for financial services clients. You will map journeys, design blueprints, facilitate workshops, and collaborate with strategists, researchers, designers, business analysts, product managers, and engineers to deliver measurable outcomes.

This role offers a salary up to £77,000 gross per year, annual bonus, cash allowance, and access to professional development programs, with

Qualifications

• Proven experience designing end-to-end services across multiple products, channels and touchpoints.
• Strong portfolio demonstrating service design methodologies and outcomes.
• Experience creating service blueprints, journey maps and ecosystem maps.

Responsibilities

• Lead the design of complex service experiences across channels and teams.
• Map and design end-to-end services using service design artefacts.
• Collaborate with clients and stakeholders to define measurable service goals and outcomes.
• Facilitate workshops and co-design sessions with users and multidisciplinary teams.
• Integrate user research insights into design decisions and recommendations.

Skills

End-to-end service design

Stakeholder facilitation

Agile environments

Financial services knowledge

Cross-functional collaboration

Job description

Please Note That Sponsorship Is Not Available For This Role

Hiring process- 3 stages

1.Initial call with HM

1. Case study / someone from the team

2. Meeting the director/partner

Role is available in London and Belfast

We’re growing and looking for an experienced Service Design Manager to join our team. If you’re a natural initiative-taker who thrives on solving complex challenges, brings out the best in others, and is passionate about creating exceptional customer experiences, we’d love to hear from you.

You’ll work alongside some of the brightest minds in digital, design, strategy, and technology to help leading Financial Services organisations reimagine how their products and services are delivered. From customer journeys and service ecosystems to organisational processes and digital touchpoints, you’ll play a key role in designing end-to-end services that create meaningful impact for customers and businesses alike.

What You’ll Be Doing

As a Service Design Manager, you’ll lead the design of complex service experiences across multiple channels, touchpoints, and teams.

Your responsibilities will include:

Conducting research and analysing customer needs, behaviours, pain points, and opportunities across complex service journeys

Mapping and designing end-to-end services using service blueprints, customer journey maps, ecosystem maps, and other service design artefacts

Collaborating with clients and stakeholders to define measurable service goals and outcomes

Identifying opportunities for innovation and service improvement that enhance both customer and business value

Facilitating workshops, co-design sessions, and collaborative working sessions with users, stakeholders, and multidisciplinary teams

Integrating insights from user research into service design decisions and recommendations

Working closely with Experience Strategists, User Researchers, Interaction Designers, Business Analysts, Product Managers, and Engineers to develop cohesive service solutions

Ensuring service designs consider all layers of delivery, including people, process, policy, governance, legal, data, and technology

Supporting testing, validation, and continuous improvement through usability testing and user feedback

Staying informed on emerging trends, technologies, and best practices within service design and customer experience

What We’re Looking For

Essential Experience

• Proven experience designing end-to-end services across multiple products, channels, and touchpoints
• Strong portfolio demonstrating service design methodologies and outcomes
• Experience creating service blueprints, journey maps, ecosystem maps, and other service design artefacts
• Strong understanding of user-centred design principles and human-centred design methodologies
• Experience working in Financial Services or highly regulated environments is advantageous
• Strong stakeholder management and facilitation experience
• Experience working within Agile and iterative delivery environments

Skills & Capabilities

• Excellent visual communication, storytelling, and presentation skills
• Strong workshop facilitation and collaboration abilities
• Ability to synthesise complex research and user insights into actionable service improvements
• Strategic thinking and systems-thinking mindset
• Strong analytical and problem-solving skills
• Ability to work confidently across ambiguity and complexity
• Passion for creating inclusive, accessible, and user-centred services
• Experience collaborating with multidisciplinary teams across design, business, and technology

What Success Looks Like

You’ll be someone who:

• Puts users at the heart of decision-making
• Can connect the dots across people, process, technology, policy, and data
• Builds trusted relationships with clients and colleagues
• Communicates complex ideas clearly and persuasively
• Leads with empathy, curiosity, and accountability
• Encourages collaboration and helps others perform at their best
• Balances customer needs with business objectives

Benefits

Salary up to £77,000 Gross/a depending of location

Annual bonus

Cash allowance- £5,100 cash allowance

Up to 4 weeks working abroad per year

Access to leading learning platforms and professional development programmes

Support for continuous learning, certifications and career progression

Exposure to major Government digital transformation programmes

Opportunity to work with multidisciplinary teams on high-impact initiatives

Access to industry-leading cloud, data and AI technologies

Why Join Us?

Work with outstanding digital specialists across strategy, design, research, and engineering

Deliver meaningful transformation programmes for leading Financial Services organisations

Influence how services are designed, delivered, and improved at scale

Access continuous learning, development, and career growth opportunities

Join a culture that values collaboration, integrity, innovation, and inclusion

Competitive salary and comprehensive benefits package

Requirements added by the job poster

Authorized to work in United Kingdom