Role: Staff UX Designer
Salary: Up to £104,000 + Benefits
Location: Central London HQ – Hybrid Model
We have partnered with a household Financial Services business looking to create a new Digital Banking Platform, with the purpose of consolidating customer accounts in one place.
Experience Required:
* Proven experience a Senior or Lead Design position, with a strong portfolio showcasing complex, large-scale digital products, ideally within the financial services or similarly regulated industries.
* Strategic thinker with the ability to translate high-level business and customer goals into actionable UX and service design strategies
* Demonstrated experience leading and mentoring UX design teams.
* Expertise in a wide range of user research methodologies and the ability to translate research findings into actionable design insights.
* Experience using Service Design principles such as customer journey mapping, service blueprinting, and stakeholder management.
* Mastery of interaction design principles, information architecture, and user flow development.
* Proficiency in industry-standard design and prototyping tools (e.g., Figma, Sketch, Adobe XD, Axure).
* Excellent communication, presentation, and storytelling skills, with the ability to articulate design rationale clearly and persuasively to diverse audiences.
* Experience working on global rollouts or platforms with diverse user needs is a plus.
Responsibilities:
* Develop and articulate a clear UX and service design vision and strategy for the new digital platform, aligned with business goals and customer needs. This includes mapping out the desired end-to-end customer journey and identifying key service touchpoints.
* Oversee and contribute to comprehensive user research activities, including user interviews, surveys, usability testing, and data analysis, to deeply understand customer behaviours, needs, and pain points across all business units and across the entire service journey.
* Lead the creation of detailed customer journey maps that visualize the end-to-end experience, identifying key touchpoints, pain points, and opportunities for improvement across digital and potentially offline channels.
* Drive the creation of intuitive information architecture, user flows, wireframes, and interactive prototypes that effectively consolidate diverse account information
* Collaborate with relevant teams to develop service blueprints that detail the underlying processes, systems, and people involved in delivering the customer experience through the new platform.
* Collaborate with the broader design team to contribute to and leverage the design system, ensuring visual and functional consistency across the digital platform and alignment with broader service design standards.
* Effectively communicate UX and service design strategies, research findings, and design rationale to a wide range of stakeholders.
* Define key UX metrics and work with analytics teams to monitor the platform's performance post-launch.
* Foster strong working relationships with product management, engineering, operations, and other cross-functional teams.
* Stay abreast of the latest UX and service design trends, technologies, and best practices.