Service Design Manager

Please Note That Sponsorship Is Not Available For This Role

Hiring process- 3 stages

1.Initial call with HM

1. Case study / someone from the team

2. Meeting the director/partner

Role is available in London and Belfast

We’re growing and looking for an experienced Service Design Manager to join our team. If you’re a natural initiative-taker who thrives on solving complex challenges, brings out the best in others, and is passionate about creating exceptional customer experiences, we’d love to hear from you.

You’ll work alongside some of the brightest minds in digital, design, strategy, and technology to help leading Financial Services organisations reimagine how their products and services are delivered. From customer journeys and service ecosystems to organisational processes and digital touchpoints, you’ll play a key role in designing end-to-end services that create meaningful impact for customers and businesses alike.

What You’ll Be Doing

As a Service Design Manager, you’ll lead the design of complex service experiences across multiple channels, touchpoints, and teams.

Your responsibilities will include:

✅ Conducting research and analysing customer needs, behaviours, pain points, and opportunities across complex service journeys

✅ Mapping and designing end-to-end services using service blueprints, customer journey maps, ecosystem maps, and other service design artefacts

✅ Collaborating with clients and stakeholders to define measurable service goals and outcomes

✅ Identifying opportunities for innovation and service improvement that enhance both customer and business value

✅ Facilitating workshops, co-design sessions, and collaborative working sessions with users, stakeholders, and multidisciplinary teams

✅ Integrating insights from user research into service design decisions and recommendations

✅ Working closely with Experience Strategists, User Researchers, Interaction Designers, Business Analysts, Product Managers, and Engineers to develop cohesive service solutions

✅ Ensuring service designs consider all layers of delivery, including people, process, policy, governance, legal, data, and technology

✅ Supporting testing, validation, and continuous improvement through usability testing and user feedback

✅ Staying informed on emerging trends, technologies, and best practices within service design and customer experience

What We’re Looking For

Essential Experience

• Proven experience designing end-to-end services across multiple products, channels, and touchpoints
• Strong portfolio demonstrating service design methodologies and outcomes
• Experience creating service blueprints, journey maps, ecosystem maps, and other service design artefacts
• Strong understanding of user-centred design principles and human-centred design methodologies
• Experience working in Financial Services or highly regulated environments is advantageous
• Strong stakeholder management and facilitation experience
• Experience working within Agile and iterative delivery environments

Skills & Capabilities

• Excellent visual communication, storytelling, and presentation skills
• Strong workshop facilitation and collaboration abilities
• Ability to synthesise complex research and user insights into actionable service improvements
• Strategic thinking and systems-thinking mindset
• Strong analytical and problem-solving skills
• Ability to work confidently across ambiguity and complexity
• Passion for creating inclusive, accessible, and user-centred services
• Experience collaborating with multidisciplinary teams across design, business, and technology

What Success Looks Like

You’ll be someone who:

• Puts users at the heart of decision-making
• Can connect the dots across people, process, technology, policy, and data
• Builds trusted relationships with clients and colleagues
• Communicates complex ideas clearly and persuasively
• Leads with empathy, curiosity, and accountability
• Encourages collaboration and helps others perform at their best
• Balances customer needs with business objectives

Benefits

• Salary up to £77,000 Gross/a depending of location

• Annual bonus

• Cash allowance- £5,100 cash allowance

• Up to 4 weeks working abroad per year

• Access to leading learning platforms and professional development programmes

• Support for continuous learning, certifications and career progression

• Exposure to major Government digital transformation programmes

• Opportunity to work with multidisciplinary teams on high-impact initiatives

• Access to industry-leading cloud, data and AI technologies

Why Join Us?

✨ Work with outstanding digital specialists across strategy, design, research, and engineering

✨ Deliver meaningful transformation programmes for leading Financial Services organisations

✨ Influence how services are designed, delivered, and improved at scale

✨ Access continuous learning, development, and career growth opportunities

✨ Join a culture that values collaboration, integrity, innovation, and inclusion

✨ Competitive salary and comprehensive benefits package

Apply today and help us create better services, better experiences, and better outcomes. 🚀

Requirements added by the job poster

• Authorized to work in United Kingdom