Service Designer

Salary: £54,000 - 94,000 per year

Requirements

• We require proven experience in service design within complex or large-scale organisations.
• We require strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.
• We require demonstrated experience using a journey management platform such as TheyDo, CXOmni, or Cemantica.
• We require the ability to translate customer and business insights into design priorities and actionable outcomes.
• We require experience designing and facilitating workshops, including remote and hybrid collaboration using tools such as Miro, Mural, or FigJam.
• We require confidence working with stakeholders at both directorate and hands-on levels, while managing ambiguity and competing priorities.
• We require strong written and verbal communication skills, with the ability to simplify and present complex information effectively.
• We require experience in financial services or another regulated industry such as utilities, telecoms, or government.
• We would value experience building design capability within an organisation, such as creating playbooks, frameworks, or training programmes.
• We would value familiarity with digital transformation, automation, or personalisation programmes.
• We would value understanding of customer journey analytics and the ability to link qualitative and quantitative insight.
• We would value knowledge of change management principles and their application to customer experience initiatives.

Responsibilities

• We will ask you to support our Service Design Lead in establishing and embedding service design methods, tools, and frameworks across the business.
• We will ask you to design new end-to-end customer journeys that support our business portfolio and improve customer experience.
• We will ask you to support more transformative CX optimisations alongside our CX colleagues.
• We will ask you to design and facilitate workshops and collaborative sessions that align teams on journey challenges, opportunities, and service improvements.
• We will ask you to help introduce a journey management platform such as TheyDo or a similar tool, ensuring journeys are structured, evidence-based, and linked to customer and business metrics.
• We will ask you to support knowledge and skills transfer to our CX analysts across journey mapping, facilitation, and insight-led design.
• We will ask you to translate insight and data into actionable design outcomes.
• We will ask you to partner with digital, product, IT, and operational teams to ensure design outputs are practical, scalable, and aligned with transformation initiatives.
• We will ask you to create and maintain service blueprints, journey maps, and experience principles to guide delivery teams.
• We will ask you to contribute to building a customer-centred culture and help colleagues apply design thinking in their work.
• We will ask you to champion the customer, ensuring design decisions reflect both customer needs and business objectives.
• We will ask you to ensure accessibility and inclusivity are considered in all design outputs.
• We will ask you to contribute to continuous improvement of our service design methods and tools.
• We will ask you to follow our risk management policies and procedures, including reporting incidents or breaches.
• We will ask you to promote our Treating Customers Fairly culture and principles, along with our behaviours and values.
• We will ask you to adhere to our Diversity & Inclusion policy.

Technologies

• Support
• UX UI Design

More

We are a financial services organisation offering a Service Designer role on either an FTC or day-rate basis, with hybrid working from Crawley, requiring two days onsite and three days remote. This is a 3 to 6 month contract starting as soon as possible. You will join our service design team and report to the Service Design Lead, helping us design and improve end-to-end services that meet user needs and deliver business outcomes. You will collaborate with multidisciplinary teams across customer experience, digital, product, IT, and operations to create seamless, user-centred experiences across channels and touchpoints. We are looking for someone who can help embed service design practices, support our transformation agenda, and contribute to a customer-focused, inclusive, and collaborative culture.

last updated 21 week of 2026