Senior Service Designer

1 week ago


Greater London, United Kingdom Norton Blake Full time

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 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. 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. 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. #J-18808-Ljbffr



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