Lead Service Designer - 12-Month FTC

Location: London, hybrid working with at least two days per week or 40% of working time at an office site

Salary: £92,701–£109,060 per year

Company

hirify.global is a major UK banking organisation developing digital customer experiences and financial services.

What you will do

• Lead service design activities across customer journeys, products, and services.
• Define customer needs, map journeys, create service blueprints, and communicate current- and future-state experiences.
• Facilitate workshops with internal customers to clarify business context, needs, risks, and decisions.
• Work with agile teams to uncover priorities, visualise outcomes, and define scope.
• Influence product owners, engineers, and senior stakeholders using research evidence and design thinking methods.
• Coach and mentor designers while contributing to the wider design community and evolving service design practice.

Requirements

• Strong experience across service design, including needs definition, journey mapping, blueprinting, storytelling, and research-informed design.
• Highly experienced in design thinking methods and confident workshop facilitation.
• Strong communication, relationship-building, empathy, and stakeholder management skills.
• Ability to communicate effectively with senior, technical, and non-technical audiences.
• Proactive, resilient, innovative, and able to identify risks and respond to changing priorities.
• Experience leading others, challenging constraints, and supporting professional development through coaching and mentoring.

Culture & Benefits

• Hybrid working with workplace adjustments available for colleagues with disabilities.
• Commitment to diversity, equity, inclusion, learning, and professional development.
• Pension contribution of up to 15%.
• Annual performance-related bonus and share schemes including free shares.
• 30 days of holiday plus bank holidays, wellbeing initiatives, and parental leave policies.

Hiring process

• Reasonable adjustments are available throughout the recruitment process.
• Applicants meeting the minimum criteria may be eligible for an interview through the Disability Confident Scheme.