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- Tasks: Lead the design of customer journeys and enhance service experiences.
- Company: Global financial services client with a focus on customer experience.
- Benefits: Flexible day rates, remote work, and opportunity for long-term contract.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Shape the future of service design in a prestigious organisation.
- Qualifications: Experience in service design, particularly in financial services or regulated sectors.
Senior Service Designer / Senior Customer Journey Designer is required by my global financial services client. This role will be home based with very ad-hoc on-site visits to two of their UK based sites. The initial contract term is 6 months and this role is on an Inside IR35 basis so a compliant payment solution must be utilised. Day rates are flexible, please detail your expectation upon application.
My client are seeking an experienced and strategic Senior Service Designer to join their Customer Journey team. This is an opportunity to help shape the role and contribution of Service Design in the company as they work towards improving their customer experience in support of great customer and business outcomes. As a member of this team, you will play a central role in mapping their customer journeys across a complex landscape of internal functions and external business partners. It will require experience in judging the right approach for the right moment, balancing both qualitative and quantitative analysis whilst holding and facilitating a space for stakeholders in the organisation to collaborate.
The ideal candidate will have a strong background in service design within financial services or other regulated consumer focused sectors. Specific experience working within Consumer Duty and/or Principles based regulation, leading complex sets of stakeholders through change would be very beneficial. You should have a portfolio that highlights your approach to problem solving coupled with your skills in service design.
Key Responsibilities- Lead the design and mapping of current end-to-end customer journeys ("as-is"), accurately reflecting how customers experience our services today.
- Collaborate with business owners to integrate their processes and impact on the customer experience into journey maps.
- Use customer research and triangulate with other sources of operational and management information to inform journey mapping and identify customer and business outcomes as well as opportunities for improvement.
- Collaborate with cross-functional teams to develop and design solutions that address identified pain points and enhance the future state ("to-be") customer journeys.
- Support governance and reporting related to Consumer Duty, ensuring all designs meet regulatory standards.
- Work closely with product teams to inform and prioritise the product roadmap based on service design insights.
- Present findings and recommendations to senior stakeholders, translating complex design concepts into actionable insights.
- Proven experience as a Service Designer, with a strong portfolio demonstrating expertise in journey mapping and service design.
- Experience working in financial services or another consumer-regulated industry.
- Deep understanding of customer-centric design principles and methodologies.
- Familiarity with regulatory requirements in the financial services sector, particularly Consumer Duty.
- Strong analytical skills and the ability to translate research findings into practical design solutions.
- Excellent communication and stakeholder management skills.
- Proficiency in service design tools and software.
- Ability to work collaboratively in a cross-functional team environment.
- Bachelor’s or Master’s degree in Service Design, Interaction Design, or a related field.
- Certification in relevant service design methodologies or tools.
This is a fantastic opportunity to secure a long term contract role within a prestigious organisation. Please send your profile in the first instance and if relevant you will be contacted with full role and company information.
Senior Service Designer in London employer: Logic Managed Services Ltd
Contact Detail:
Logic Managed Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Designer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the lookout for a Senior Service Designer role. You never know who might have the inside scoop on opportunities or can refer you directly.
✨Tip Number 2
Show off your portfolio! When you get the chance to chat with potential employers, make sure to highlight your best work in service design. Tailor your examples to showcase how you've tackled customer journey challenges, especially in regulated environments.
✨Tip Number 3
Prepare for interviews by practising your storytelling skills. Be ready to discuss your approach to problem-solving and how you've collaborated with stakeholders in the past. This will help you demonstrate your fit for the role and the company culture.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team and making an impact in service design.
We think you need these skills to ace Senior Service Designer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Designer role. Highlight your experience in service design, especially within financial services or regulated sectors. We want to see how your skills align with the job description!
Showcase Your Portfolio: Your portfolio is your chance to shine! Include examples that demonstrate your journey mapping skills and problem-solving approach. We love seeing how you've tackled complex challenges in the past.
Be Clear About Your Day Rate: Since the role mentions flexible day rates, be upfront about your expectations in your application. This helps us understand if we’re on the same page right from the start!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get back to you quickly. Don’t miss out on this fantastic opportunity!
How to prepare for a job interview at Logic Managed Services Ltd
✨Know Your Customer Journeys
Before the interview, make sure you thoroughly understand customer journey mapping. Be ready to discuss your past experiences in detail, especially how you've tackled complex customer journeys in financial services. Bring examples from your portfolio that showcase your problem-solving skills and the impact of your designs.
✨Familiarise with Regulatory Standards
Since this role involves working within Consumer Duty and regulatory frameworks, brush up on these concepts. Be prepared to explain how you've ensured compliance in your previous projects and how you can apply this knowledge to enhance customer experiences while meeting regulatory requirements.
✨Engage Stakeholders Effectively
Highlight your experience in stakeholder management during the interview. Share specific instances where you facilitated collaboration among diverse teams. This will demonstrate your ability to create a space for dialogue and consensus, which is crucial for a Senior Service Designer.
✨Showcase Your Analytical Skills
Be ready to discuss how you use both qualitative and quantitative data to inform your design decisions. Prepare to present examples of how you've translated research findings into actionable insights that improved customer journeys. This will show your analytical prowess and strategic thinking.