Service Designer

Your new company
You will be working for a known organisation that is based in London. The likely requirement will be to be on-site 2-3 times per month. This is a 3-month contract with a possible extension for a further 3 months. The rate is inside the scope of IR35. Please note, this isn''t a UX Designer role, but more of a Process Driven role. My clients are looking for someone who can map journeys for customers, and someone who has written processes and blueprints for customer onboarding.


Your new role

Multiple Immediate requirements for Service Designers with business banking experience
The workWe''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 backstage processes, systems and teams that deliver it.
• Run discovery and workshops with stakeholders across functions to understand how each journey really works.
• Identify hand-offs, 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 backstage: process, systems, ownership and servicing.
• Mid-weight to senior. Able to lead a journey work stream with light direction.
• Domain: business banking experience preferred. Banking or financial services experience required.
• Please send portfolio links with each candidate. We specifically need to see service blueprints.

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.

What you need to do now


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