Service Designer

Service Designer Client : Financial Services Pay : FTC option or day rate option- £550 per day or 80-85k FTC 2 years Location : Crawley- Hybrid working 2 days a week onsite- 3 remote Contract Length

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- 3-6 months Start : ASAP The Service Designer will work as part of the service design team, reporting to the Service Design Lead.

This role focuses on designing and improving end-to-end services that meet user needs and deliver business outcomes.

The Service Designer will collaborate with multidisciplinary teams to create seamless, user-centred experiences across channels and touchpoints.

The main purpose is to support the delivery of service design activities, including research, journey mapping, and omni-channel service articulation, ensuring services are user-focused and aligned with organisational goals.

The Service Designer will contribute to design decisions and help embed service design practices within project teams.

The Service Designer will typically lead in the imagination and articulation of new propositional or service deliverables, and help to transform some existing services and propositions where significant deficiencies or opportunities have been identified by CX Specialists in their customer journey reviews.

Key Responsibilities Assist the Service Design Lead to establish and embed service design methods, tools, and frameworks across the business.

Focus on the design of new end-to-end customer journeys, supporting the delivery of the business portfolio, whilst supporting CX colleagues in more transformative optimisations.

Design and facilitate workshops and collaborative sessions to align teams on journey challenges, opportunities, and service improvements.

Help facilitate the introduction of a journey management platform (TheyDo or similar), ensuring journeys are well structured, evidence-based, and linked to customer and business metrics.

Help facilitate knowledge and skills transfer to CX team (four analysts) across journey mapping, facilitation, and insight-led design.

Translate insight and data into actionable design outcomes.

Partner with digital, product, IT and operational teams to ensure design outputs are practical, scalable, and aligned with transformation initiatives.

Create and maintain service blueprints, journey maps, and experience principles to guide delivery teams.

Contribute to the development of a customer-centred culture, supporting colleagues to apply design thinking in their work.

Act as a champion for the customer, ensuring that design decisions reflect both customer needs and business objectives.

Ensure accessibility and inclusivity are considered in all design outputs.

Contribute to continuous improvement of service design methods and tools within the team.

Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.

Apply and promote Treating Customers Fairly (TCF) culture and principles, together with the organisation's behaviours and values.

Adhere to Company Diversity & Inclusion policy.

Functional/ Technical Skills Essential Proven experience of service design in complex or large-scale organisations Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.

Demonstrated experience in using a journey management platform (e.g.

TheyDo, CXOmni, Cemantica).

Ability to translate customer and business insights into design priorities and actionable outcomes.

Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, FigJam).

Confident in collaborating with key stakeholders at directorate and/ or hands-on levels, managing ambiguity and competing priorities.

Strong written and verbal communication skills, with the ability to simplify and present complex information effectively.

Experience in financial services or other regulated industries such as utilities, telecoms, or government Desirable Experience building design capability within an organisation (e.g.

creating playbooks, frameworks, or training programmes).

Familiarity with digital transformation, automation, or personalisation programmes.

Understanding of customer journey analytics and how to link qualitative and quantitative insight. xwzovoh

Knowledge of change management principles and their application to customer experience initiatives.

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