About the Role

We are seeking an experienced Service Designer to join the Customer Experience office of a leading financial services organisation. This is an enterprise-level role sitting within a strategic design and service design practice that partners directly with senior leaders to shape customer journeys, value propositions, and long-term experience strategy.

Reporting into the Head of Strategic Design, Customer Journeys and Service Design, this role will work closely with Principal Designers and a highly experienced CX team to deliver human-centred, insight-led outcomes across the organisation.

This role is suited to an established senior practitioner who is confident operating in complex environments, engaging senior stakeholders, and translating research into clear, actionable strategic recommendations.

About the Company

This finance organisation has a strong focus on customer experience and design-led decision making. The CX office operates as an enterprise function, and plays a critical role in shaping strategic priorities across the business.

The team works closely with senior leaders, delivery teams and digital functions to ensure customer insights are embedded into enterprise initiatives. The environment is highly collaborative, outcomes-focused and supports strong design maturity.

Key Responsibilities

• Lead end-to-end human-centred design activities across strategic initiatives, including discovery, research, synthesis and insight generation
• Design and map end-to-end customer journeys across both digital and physical channels
• Plan and conduct qualitative research with customers, frontline teams, bankers and internal SMEs
• Confidently facilitate and record research sessions, with the ability to present findings in environments visible to executives
• Synthesise research into clear, compelling insights that guide strategic decision-making
• Connect qualitative insights to measurable outcomes, including NPS, customer outcomes and operational metrics
• Contribute to enterprise-wide priority customer journey programs, focused on improving key journeys and lifting NPS
• Work closely with senior stakeholders across operations, product, risk, legal, technology and frontline teams
• Present insights, recommendations and design outcomes clearly and concisely to GM-level stakeholders and executives

Experience Required:

• 5+ years' experience in human-centred design, CX, service design or strategic design
• Proven experience leading customer research independently
• Strong synthesis and storytelling capability, with the ability to simplify complexity
• Confidence engaging senior stakeholders and presenting to executive audiences
• Experience operating in complex, enterprise environments

Highly Desirable

• Background in consulting or agency environments, with strong presentation and synthesis skills
• Experience within financial services or other regulated industries
• Exposure to both digital and physical service design
• Ability to link CX insights to NPS, customer outcomes or operational metrics

Company and Role Benefits

• High-visibility role with exposure to senior leadership and executive decision-makers
• Opportunity to work on enterprise-level customer journey and value proposition initiatives
• Strong design maturity with established frameworks, coaching and mentoring
• Collaborative and supportive team environment