Service Designer

The opportunity

Service design at Handelsbanken is one of the two key disciplines comprising Strategic Design, alongside Research and Insight. We work closely with User Experience and are a team of highly skilled, passionate and curious individuals enabling people all across the business to keep customers front of mind and innovate by integrating research and using design thinking to creatively solve problems in the bank. The team sits within the Customer function and is a key part of the bank’s digital transformation programme.

Reporting into the Strategic Design Lead, you will work collaboratively in cross functional teams to understand current user journeys and design future states.   You will also be a strong communicator and facilitator to help teams across the bank understand the value of design and bring them along on the journey, to ensure together we deliver change well for both colleagues and customers.

Key responsibilities

• Collaborate with cross-functional teams to design and improve end-to-end customer and colleague experiences, driving customer attraction, retention, satisfaction, and advocacy.
• Act as a strategic partner to Product Owners, co-creating a vision for customer journeys and fostering alignment across diverse teams to deliver continuous improvement.
• Plan, lead, and facilitate co-creation workshops, engaging stakeholders and leveraging techniques such as service blueprinting, journey mapping, and ideation to define “as-is” and “to-be” states of services.
• Plan and conduct both internal and external research to inform your design thinking.
• Synthesize research, insights, and data to inform design decisions and ensure services address the needs of all customer segments, including vulnerable customers.
• Develop and maintain design artifacts such as customer journey maps, service blueprints, interaction models, personas, storyboards and prototypes to articulate opportunities and solutions clearly.
• Work closely with research, UX, and data teams to ensure design is user-led from discovery through to delivery, championing evidence-based decision-making.
• Establish and maintain scalable design frameworks, templates, and tools to ensure consistent practices across teams and markets.
• Serve as a mentor and coach, enabling teams and stakeholders to adopt service design practices and foster a shared commitment to improving customer experiences.
• Ensure all designs and changes align with regulatory requirements such as the Consumer Duty regulation, balancing compliance with customer-centric innovation.
• Measure and evaluate the impact of service design initiatives through defined success metrics, ensuring tangible business and customer outcomes.

What we’re looking for

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply – so if you are worried you don’t meet all the criteria, get in touch anyhow and let us do the worrying…

• Expertise in service design methodologies, frameworks, and tools such as customer journey mapping, service blueprinting, and systems thinking
• Strong analytical skills, leveraging customer data, insights, and research to inform strategy and help build compelling business cases
• Advanced skills in visualisation and prototyping tools (e.g. Figma) to communicate and iterate concepts clearly and effectively
• Advanced skills in workshop facilitation and narrative building, presenting complex topics to senior stakeholders, and creating alignment across diverse groups
• Strong evaluative skills to test prototypes of concepts and interactions across multiple channels
• Solid understanding of agile working practices and experience collaborating within agile delivery teams
• Ability to measure service performance and use metrics to iterate and improve customer outcomes