Service Design Lead (Fintech)

Location: London, United Kingdom; hybrid working with at least two days per week or 40% of working time in the office

Salary: £92,701–£109,060 per year

Company

A major financial-services organisation focused on digital customer experiences, inclusive employment, and modern banking innovation.

What you will do

• Lead a design squad and manage relationships with senior and lab product owners.
• Work with agile teams to uncover priorities, visualise outcomes, and deliver epics and features.
• Research and document current-state services and experiences, then communicate future-state service designs.
• Facilitate workshops with internal customers to clarify business context, needs, risks, and key decisions.
• Apply service and digital product design methods, including needs definition, journey mapping, blueprinting, storytelling, and interface design in Figma.
• Coach and mentor designers, provide thought leadership, and collaborate with product owners, engineers, and other designers.

Requirements

• At least 7–9 years of relevant experience design experience as an individual contributor or lead designer.
• Approximately 2–3 or more years of people leadership experience, including hiring, people development, performance management, and design management.
• A portfolio demonstrating effective use of design methods that produced experience and behavioural changes and delivered business and customer outcomes.
• Strong service design and digital product design practice grounded in data and research.
• Excellent communication skills for presenting ideas, issues, and implications to senior, technical, and non-technical audiences.
• Interest in designing financial services and user experiences.

Nice to have

• An innovative approach to problem solving and the ability to involve others in the design process.

Culture & Benefits

• Hybrid working with a defined office presence.
• Inclusive workplace focused on diversity, belonging, and support for under-represented groups.
• Pension contribution of up to 15% and an annual performance-related bonus.
• Share schemes, including free shares, and adaptable lifestyle benefits.
• 30 days of holiday plus bank holidays, wellbeing initiatives, and parental leave policies.