At a Glance
- Tasks: Enhance customer journeys and improve service processes in a dynamic banking environment.
- Company: Join a well-regarded banking group with a collaborative design team.
- Benefits: Competitive salary, hybrid work model, and discretionary bonuses.
- Other info: Opportunity to work with a talented team and grow your career in a supportive environment.
- Why this job: Make a real impact on customer experiences and streamline complex services.
- Qualifications: 4-5 years in service design or customer experience with strong stakeholder collaboration skills.
The predicted salary is between 60000 - 65000 £ per year.
Salary: £60,000-65,000 benefits package and discretionary bonus
Location: London | Hybrid, usually one day a week in the office
We’re looking for a mid-level Service Designer to join an established in-house design team inside a medium-sized banking group. This is a hands-on role for someone who enjoys bringing clarity to messy service journeys, working closely with stakeholders and helping delivery teams turn insight into practical improvements.
For the first 12 months, you’ll mainly work across Premium Finance, improving journeys, processes and operational moments that shape the customer experience across onboarding, servicing, account changes, complaints, internal workflows and customer communications. The strategy and roadmap are already in place, so the focus is execution: mapping what exists, finding the friction, facilitating the right conversations and turning research and insight into work the teams can act on.
What you’ll be doing
- You’ll work across customer journeys, internal processes and delivery teams to improve services with real operational complexity.
- Mapping customer journeys, lifecycles and service blueprints
- Helping teams understand where customers, colleagues or processes are getting stuck
- Supporting workshops with stakeholders, BAs, engineers and delivery teams
- Turning research and insight into clear service design outputs
- Creating practical artefacts that help teams make decisions
- Using storytelling to explain problems, opportunities and recommendations clearly
This is not a UX/UI role. The focus is customer journey thinking, service improvement and making complex operational experiences easier to understand and improve.
You’ll probably be a good fit if you:
- Have around 4–5 years’ experience in service design, CX strategy, customer experience, consultancy or an in-house design team
- Have worked on services or journeys with some operational complexity
- Can show examples of journey maps, service blueprints, lifecycle maps, workshop outputs or similar artefacts
- Are comfortable working with research or insight, even if you wouldn’t describe yourself as a researcher
- Enjoy working with stakeholders and delivery teams, not just other designers
- Can bring structure to ambiguity without overcomplicating things
- Financial services experience is not essential. Backgrounds in utilities, telecoms, insurance, public sector, B2B/B2C services, customer operations or other complex service environments could all be relevant.
The team and environment
You’ll be joining an established Experience Strategy & Design team made up of insight, service and product design specialists. The team is well regarded internally and works closely with product owners, business architects, engineers, operational excellence leads and digital teams. You won’t have line management responsibility, but you will help guide people through the design process.
The role is London-based, with one day a week in the office. Tuesdays are preferred but not rigid. There may be occasional travel to Doncaster, but this is expected to be minimal.
Mid-Senior Service Designer in London employer: Futureheads
Join a dynamic medium-sized banking group in London as a Mid-Senior Service Designer, where you will be part of an established design team dedicated to enhancing customer experiences. With a strong focus on employee growth and collaboration, the company offers a supportive work culture that values clarity and innovation, alongside a competitive salary and benefits package. Enjoy the flexibility of a hybrid working model while contributing to meaningful service improvements in a complex operational environment.
StudySmarter Expert Advice🤫
We think this is how you could land Mid-Senior Service Designer in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Futureheads. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Mid-Senior Service Designer in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Futureheads.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Futureheads's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Futureheads
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Futureheads.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Futureheads will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Futureheads employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
