Senior Service Designer

Senior Service Designer, 3 months, London/Hybrid, £550/day (Inside IR35)

A good client of mine, a leading digital agency are currently looking to bring on a Senior Service Designer on a 3 month initial contract. This will be working for one of their prestigious clients in the retail banking space.

Key Responsibilities

Discovery & Analysis -

• Conducted 60 user interviews and 15 colleague-led workshops.
• Mapped end-to-end audit processes, identified 200 pain points, and captured 130 ideas (including duplicates).
• Established baseline of current state: highly offline, manual processes, minimal digitisation.
• Evidence shows majority of work is offline; Appian tool used as a filing cabinet rather than workflow system.

Role requirement

1. Strategic Design - role requirement

• Develop user-led blueprint for future state.
• Create high-level process flows and supporting dashboards for board-level reporting.
• Identify 8 systemic root causes and prioritise 5 strategic priorities for transformation.
• Sequence an E2E road map for 2-3 years, balancing quick wins with long-term impact.

1. Collaboration & Leadership

• Work closely with SLT sponsors, 5 PMs, and UX designers (one per priority).
• Orchestrate ideation and co-design solutions with cross-functional teams.
• Drive cultural and behavioural change through workshops and engagement.

1. Delivery Planning

• Prioritise backlog of 130 ideas based on impact, not just speed.
• Define annual cycle and resource mix for next year by May

Skills & Experience Required

• Service Design Expertise: Proven experience in complex large-scale service design and transformation.
• Process Re engineering: Ability to make processes leaner and digitise workflows.
• Stakeholder Management: Engage SLT, manage competing priorities, and align top-down strategy with bottom-up demand.
• Facilitation: Lead workshops, capture insights, and translate into actionable road maps.
• Tools & Methods: Familiarity with BPM, integration services, and audit domain experience preferred.