Lead Service Designer (Fintech)

TL;DR

Lead Service Designer (Fintech): Designing and documenting end-to-end customer journeys to improve user experiences across digital and operational touchpoints with an accent on journey mapping and service blueprinting. Focus on synthesizing research, facilitating stakeholder workshops, and identifying measurable improvement opportunities to optimize the overall service delivery.

Location: Hybrid (Manchester or Leeds, UK) - 3 days in office, 2 days remote

Salary: From £51,500

Company

An award-winning UK flat-fee investment platform helping over 500,000 customers manage their financial future.

What you will do

• Create high-quality end-to-end customer journey maps and service blueprints using CX standards.
• Synthesize insights from customer services, behavioural analytics, and research to identify root causes of pain points.
• Plan and facilitate cross-functional workshops to build shared understanding of current customer journeys.
• Identify and prioritise journey improvement opportunities based on customer impact and business value.
• Define journey health measures and maintain performance reporting dashboards.
• Collaborate with UX, Product, and Operations teams to ensure customer intent is maintained during implementation.

Requirements

• Expertise in customer journey mapping and service blueprinting.
• Strong experience in customer research synthesis and workshop facilitation.
• Excellent communication and visual storytelling skills to simplify complex processes.
• Must be based in or able to work from Manchester or Leeds (Hybrid).
• Strong analytical and problem-solving skills.

Nice to have

• Proficiency in Figma, Miro, or similar journey mapping tools.
• Knowledge of service design, design thinking, or UX principles.
• Experience within Financial Services or another regulated industry.
• Awareness of Consumer Duty and customer outcome principles.

Culture & Benefits

• Group Personal Pension Plan with 8% employer contribution.
• Private Medical Insurance provided by Bupa.
• 25 days annual leave plus bank holidays.
• Life Assurance, Group Income Protection, and a Personal & Well-being Fund.
• Staff discounts on investment products and various retail savings.