Senior Service Designer

About the Role

Reporting to the Head of Strategy and Member Experience, this 6-month maximum term opportunity will see you act as a strategic business partner, shaping and evolving member journey architecture within our Medical Indemnity insurance division.

You will bring data-driven service design expertise to key member journeys, working collaboratively across the Avant Group to deliver meaningful, member-centred experience improvements.

Key Accountabilities:

• Define and evolve end-to-end member journey architecture in collaboration with teams across Medical Indemnity and the wider Avant Group
• Lead journey mapping and service blueprinting initiatives across priority member journeys
• Embed feedback loop mechanisms with journey owners to enable continuous service improvement
• Design and prototype experience improvements in partnership with business units and the insights team
• Facilitate design thinking workshops and co-creation sessions with diverse stakeholders
• Translate member insights and data into clear, actionable service design recommendations
• Lead design validation, testing and iteration activities
• Define and evolve service design principles and service standards
• Identify member experience (MX) improvement opportunities and develop initiatives for the MX backlog
• Build service design capability and member-centric ways of working across the organisation
• Work closely with process and operational capability teams across other functions

Key Capabilities Required:

• Strong expertise in service design methodologies, including journey mapping, service blueprinting and experience prototyping
• Proficiency with design tools (Figma, Sketch, Adobe XD) and prototyping platforms
• Experience analysing data and member insights to inform design decisions
• Proven facilitation skills, including design thinking workshops and stakeholder co-creation sessions
• Systems thinking across operations, technology and member experience
• Excellent communication, storytelling and influencing skills to build support for experience change
• Demonstrated ability to operate as a trusted business partner, acting as a consultative advisor and collaborative partner
• Previous experience in the financial services industry (beneficial)