Service Designer

Job Title: Senior Service Designer (Could be a Lead)

Location: Ideally in the London area but will consider other locations.

Department: Product & Design

Reporting To: Head of Design/Design Director

Salary: Competitive, based on experience.

Benefits - 25% Bonus

Company Overview

Our client, a leading fintech company is transforming the financial services landscape through innovation and customer-centric design. They are committed to delivering seamless and secure financial solutions to empower our clients and their customers in a rapidly evolving digital world.

Role Overview

As a Senior Service Designer, you will play a pivotal role in enhancing the end-to-end customer journey, optimising interactions and touchpoints across fintech products and services. This role is ideal for a designer who combines strategic thinking, creativity, and a deep understanding of service design. You will collaborate closely with product managers, engineers, Product designers to craft innovative service solutions that meet the needs of our diverse user base.

Key Responsibilities

• End-to-End Service Design: Lead the design of customer journeys across multiple touchpoints, ensuring consistency and quality across each stage of the experience.
• User Research and Insights: Conduct and interpret qualitative and quantitative research to gain insights into user needs, behaviours, and pain points. Translate these insights into actionable design solutions.
• Stakeholder Collaboration: Work closely with cross-functional teams, including Product, Engineering, Design, and Compliance, to align on design solutions that balance user needs, business goals, and regulatory requirements.
• Prototyping and Testing: Develop service blueprints to illustrate service flows, interaction points, and user journeys. Facilitate user testing and feedback loops to refine designs iteratively.
• Strategic Thinking: Contribute to product strategy by identifying opportunities to enhance customer experience, streamline processes, and improve service quality.
• Data-Driven Design: Leverage analytics and customer feedback to continuously refine and optimise service designs for better usability, engagement, and satisfaction.
• Mentorship and Leadership: Provide guidance and support to junior designers, fostering a culture of collaboration, learning, and excellence within the design team.

Key Skills & Qualifications

• Experience: Minimum 5 years of experience in service design, with a strong portfolio demonstrating end-to-end design in the fintech or digital finance space.
• Technical Skills: Proficiency in design tools such as Figma, Sketch, Adobe XD, and prototyping tools. Experience with journey mapping, service blueprinting, and process flow documentation.
• User-Centric Mindset: Proven ability to design user-focused services that solve complex problems and enhance overall customer experience.
• Analytical & Research Skills: Skilled in conducting user research, data analysis, and applying insights to inform design decisions.
• Strong Communication: Excellent verbal and written communication skills with the ability to present design concepts clearly and persuasively to stakeholders.
• Agile Methodology: Familiarity with agile workflows and experience in iterative design processes within cross-functional teams.
• Education: Degree in Service Design, Human-Centered Design, Interaction Design, or related field (or equivalent practical experience).

Desirable

• Knowledge of financial regulations, compliance, and privacy standards impacting fintech solutions.
• Experience working on and web applications in a highly complex environment.
• Familiarity with financial products is a plus.

What We Offer

• Flexible Working: Hybrid or remote working options.
• Professional Development: Access to industry-leading training, workshops, and conferences.
• Competitive Package: Inclusive of health benefits, bonuses, pension schemes.
• Innovative Culture: Work within a company that values collaboration, creativity, and customer-first thinking in every project.