Service Designer

We are currently hiring an experienced Service Designer to join a newly formed AI Innovation Lab focused on transforming the digital banking experience.

This team is exploring how Agentic AI and Conversational AI can improve the customer journey – from onboarding new customers to enhancing everyday banking experiences such as payments, account management, and digital interactions.

The team is reimagining the end-to-end banking experience using AI, focusing on:

• Improving customer onboarding journeys
• Enhancing how customers interact with banking products
• Reducing customer drop-off points
• Increasing conversion and engagement
• Designing intelligent AI-driven digital experiences

The work will span mobile-first experiences as well as web/desktop platforms.

Key Skills & Experience

• Proven experience in Service Design
• Experience with Figma is essential
• Experience working AI-driven Digital projects is essential
• Strong background in customer journey mapping and service blueprinting
• Experience working in cross-functional design teams
• Strong stakeholder management and communication skills
• Ability to work as a self-starter in a new or evolving team environment

Key Responsibilities

• Design end-to-end service experiences across AI-driven digital banking journeys
• Create customer journey maps and service blueprints
• Identify service gaps and opportunities to improve user experience
• Collaborate with UX, UI, Content Designers, and Researchers
• Engage with stakeholders across product, engineering, and business teams
• Help define new processes and ways of working within a newly formed innovation team
• Contribute to the design of AI-powered customer experiences

What We’re Looking For:

We want someone who is passionate about service design and is eager to bring innovative solutions to life. If you have a keen eye for detail and a knack for understanding customer needs, this role is for you!

Join us and help transform the banking landscape with your creativity and expertise. Your ideas could lead to smarter, more engaging banking experiences for customers everywhere!