Lead Service Designer - MS Dynamics 365 - User Journeys

We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients’ recruitment team and provide professional interim and temporary resources. Role Overview: Our client, a major UK retail bank, provides every day banking services to over 17 million retail customers. The banks expertise and services span across Business Services, Corporate banking, Wealth Management, Group Functions, Retail and Investment Banking. On behalf of this organisation, AMS are looking for a Lead Service Designer for an initial 6-month contract on a hybrid basis with 2 days/week in our client’s London office. Purpose of the Role: Our client (a major UK retail bank) is undergoing a number of application user journey transformations as part of their enterprise’s investment in Microsoft Dynamics 365. They plan to streamline and standardise their case management processes across multiple areas including customer onboarding, investment advice systems, mortgage systems and more as part of a move away from their existing disjointed paper-based processes. They will also be using the system’s powerful CRM capabilities to drive insights in planning and more efficient ways of working. Our client has raised a new role to take on a Service Designer (a first for the bank). You would act as an SME and sole point of contact for System Design principles within the constraints of D365 to ensure the best possible user journey for their clients and colleagues. This is about holistic thinking, understanding of user journeys, service maps, as-is/to-be processes and driving value from D365 across the enterprise. As a first for the bank this is an opportunity to leave your mark on these new Service Design principles that will affect millions of customers worldwide. The role is open to seasoned, motivated Service Designers regardless of prior Dynamics 365 experience. Responsibilities of the role: Act as the subject matter expert (SME) for Service Design within the organisation, shaping new standards and principles that optimise user journeys within the constraints of Microsoft Dynamics 365. Map and enhance as-is processes and create to-be processes, focusing on streamlined, standardised case management and CRM capabilities that deliver value for both colleagues and customers. Create user-friendly, low-fidelity UX/UI designs that align with Dynamics 365 capabilities, enabling seamless implementation by Business Analysts and technical consultants. Apply a systems-thinking approach to develop service maps and blueprints that address complex enterprise workflows such as onboarding, investment advice, and secure identification processes (IDQ). Collaborate with and manage senior stakeholders, presenting research findings and design proposals in a compelling and engaging way to drive consensus and alignment. Gather insights from users and external sources to validate design proposals, ensuring they meet user needs and enhance the overall experience. Demonstrate the value of Service Design in this experimental role, ideally paving the way for long-term engagement across multiple programmes over the coming years. What we require from the candidate: Proven experience as a Service Designer with a strong focus on end-to-end journey mapping, service blueprint creation, and systems thinking. Ability to understand and integrate as-is processes, envision to-be states, and design efficient workflows within constrained systems. Competence in creating low-fidelity interface designs that align with enterprise-level technologies like Microsoft Dynamics 365, while maintaining a focus on usability. Excellent soft skills to engage, communicate, and collaborate effectively with senior stakeholders, ensuring alignment and buy-in across the organisation. Familiarity with Dynamics 365 or similar systems is advantageous but not essential. Understanding of the complexities within financial services organisations, particularly regarding case management and CRM systems. Ability to hit the ground running, embrace a pioneering role, and demonstrate the value of Service Design in a new context. Next steps: This client will only accept workers operating via an Umbrella or PAYE engagement model. If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course. AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business TPBN1_UKTJ