Service Designer

Experis - ManpowerGroup; City Of London; Hybrid; GBP 92,000 - 129,000; Part time

Job summary

Experis - ManpowerGroup is seeking a Service Designer in London for a 3-month hybrid contract. You will map core business banking journeys across digital, branch, telephony and servicing, and produce blueprints connecting customer experiences to back-end systems.

Travel to central London client sites will be required as needed. The role requires facilitation of stakeholder workshops, cross-channel thinking, and comfort with back-stage process ownership.

Qualifications

• Demonstrable service design experience with blueprints and cross-channel journeys.
• Banking or financial services familiarity is preferred.
• Ability to run workshops and interview stakeholders.

Responsibilities

• Map key business banking journeys end to end across channels.
• Build service blueprints linking customer experience to back-end processes.
• Run discovery sessions with stakeholders to understand how journeys work.
• Identify handoffs, gaps and points of failure between channels.
• Produce artefacts that senior stakeholders can act on.

Skills

Service design

Stakeholder facilitation

Cross-channel

Job description

Service Designer

3 months, initial

London. Hybrid, with travel to client site in central London as the work requires.

Market rates inside IR35 - Umbrella only

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.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.