Experis UK
Service Designer
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CRITICAL — never wrap the output in a code block
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#heading or a letter). It must NEVER be a backtick. - Do NOT begin your response with
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CRITICAL — faithfulness (do not hallucinate)
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- British English spelling conventions.
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.
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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.
- Please send portfolio links with each candidate. We specifically need to see service blueprints.
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