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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 potential 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 Designer/Designer employer: Logic Managed Services
Contact Detail:
Logic Managed Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Designer/Designer
✨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 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! Make sure it’s up-to-date and highlights your best work in service design and customer journey mapping. When you get the chance to chat with potential employers, use it to showcase how your experience aligns with their needs.
✨Tip Number 3
Prepare for interviews by practising your storytelling skills. Be ready to discuss specific projects where you’ve led design initiatives and how they improved customer experiences. This will help you stand out as a strategic thinker.
✨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, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Designer/Designer
Some tips for your application 🫡
Showcase Your Portfolio: Make sure to include a link to your portfolio that highlights your service design projects. We want to see how you've tackled problems and the impact of your work, especially in customer journey mapping.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who understand what we’re looking for.
Be Clear About Your Day Rate: Since the role mentions flexible day rates, be upfront about your expectations in your application. This helps us align on budget from the get-go and speeds up the process!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and allows us to keep track of all submissions efficiently.
How to prepare for a job interview at Logic Managed Services
✨Know Your Portfolio Inside Out
Make sure you can discuss your portfolio in detail, highlighting specific projects that showcase your service design skills. Be prepared to explain your problem-solving approach and how it led to improved customer journeys.
✨Understand the Company’s Customer Journey
Research the company’s current customer journey and identify potential pain points. This will not only show your interest but also allow you to suggest improvements during the interview, demonstrating your proactive mindset.
✨Brush Up on Regulatory Knowledge
Since this role involves working within financial services and Consumer Duty, ensure you’re familiar with relevant regulations. Being able to discuss how these impact service design will set you apart from other candidates.
✨Prepare for Stakeholder Scenarios
Think of examples where you've successfully collaborated with stakeholders. Be ready to discuss how you facilitated discussions and navigated differing opinions to achieve a common goal in your design process.