Service Designer

JR United Kingdom; London; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

Join a leading Financial Services firm as a Service Designer, where you'll shape customer experiences across innovative products. This role offers a unique opportunity to act as an E2E Design Consultant, placing Design Thinking and Customer Experience at the forefront of developments. You'll oversee service design projects, conduct immersive research, and collaborate with cross-functional teams to create user-centered solutions. This dynamic environment encourages experimentation and creativity, making it ideal for self-starters eager to grow into leadership roles while mentoring junior designers. Embrace the challenge and make a significant impact in a rapidly evolving industry.

Qualifications

• Experience in complex service design initiatives from research to implementation.
• Skilled in synthesizing research into actionable strategies.

Responsibilities

• Oversee end-to-end service design projects ensuring seamless customer experience.
• Conduct immersive research to understand customer behaviors and needs.

Skills

End-to-end service design

Ethnographic research

Prototyping and experimentation

Customer journey optimization

Communication with stakeholders

Adaptability to change

Data-driven decision making

Leadership and mentoring

Job description

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Please note - This role will require regular travel to Cardiff (non negotiable)

Role: Service Designer

Salary: Up to £65,000 + Share Scheme

Location: South Wales HQ – Hybrid Model – 2 days p/w on site

You’ll be joining a leading Financial Services business, helping shape their customer experiences across all new products and propositions. This role is a unique opportunity, not your typical SD role. You’ll be acting as an E2E Design Consultant, ensuring that Design Thinking and CX is at the core of all current and future developments.

Experience Required:

• Experience in working on complex, end-to-end service design initiatives, from research and strategy to implementation.
• Skilled in ethnographic and immersive research, synthesizing findings into actionable strategies that address customer needs and uncover business opportunities.
• Strong experience designing, executing, and evaluating prototypes and experiments, measuring success through data and insights.
• Ability to consider and optimise the full customer journey, creating cohesive, user-centred service ecosystems.
• Able to clearly articulate design concepts, strategies, and decisions to diverse audiences, including senior stakeholders.
• Comfortable navigating ambiguity, adapting to changing priorities, and finding creative solutions to complex challenges.
• You are comfortable working in a dynamic and rapidly changing environment where speed and agility are crucial.
• You are a self-starter who takes initiative and thrives in situations of ambiguity and change. You adapt quickly to evolving priorities and are eager to find creative solutions to complex challenges.
• You approach problems methodically, leveraging both qualitative and quantitative data to inform your design decisions.
• Eager to grow into a leadership role, mentoring junior designers, and contributing to the development of a strong design community within the organisation.
• Dedicated to developing your skills and knowledge, staying up-to-date with the latest trends, tools, and best practices in design, technology, and user experience.

Responsibilities:

• Oversee end-to-end service design projects, from envisioning new service propositions to refining operational processes, ensuring a seamless and engaging customer experience at every touchpoint.
• Identify emerging trends, untapped business opportunities, and customer needs to shape innovative services that deliver both business impact and customer value.
• Conduct immersive research to deeply understand customer behaviours, pain points, and motivations. Use these actionable insights to create solutions that align with strategic objectives.
• Design, test, and iterate prototypes, using measurable outcomes to validate hypotheses and inform future decisions.
• Work closely with cross-functional teams, including product managers, developers, and operations to co-create propositions that balance customer desirability, operational feasibility, and business viability.
• Drive a culture of experimentation and customer focus by testing ideas, validating assumptions, and exploring solutions that address customer needs.