Senior AI Service Designer, London/Hybrid, 12 months, £500 - £550/day (Inside IR35)
Overview
We are looking for an experienced AI Service Designer to join our team on a contract basis, supporting a high-impact fraud prevention initiative. This role is ideal for someone who thrives in complex environments, can lead service design across multiple touch points, and is confident collaborating with multidisciplinary teams to shape services that are user-centred, secure, and scalable.
Key Responsibilities
* Lead end-to-end service design activities for a fraud prevention programme
* Map and analyse current fraud-related services, identifying pain points, vulnerabilities, and opportunities for improvement.
* Design future-state service experiences that balance user needs, operational feasibility, and regulatory compliance.
* Facilitate workshops and co-design sessions with stakeholders, users, and subject matter experts.
* Translate insights into actionable service blueprints, journey maps, and design artefacts.
* Collaborate closely with UX researchers, content designers, engineers, and fraud prevention specialists.
* Champion service design thinking and contribute to capability-building within the team.
Essential Skills & Experience
* Extensive experience as a senior or lead service designer, ideally in financial services or regulated environments.
* Strong portfolio demonstrating service design methods and outcomes, particularly in complex or sensitive domains.
* Expertise in journey mapping, service blueprinting, systems thinking, and stakeholder engagement.
* Confident facilitator with excellent communication and storytelling skills.
* Thrives working in agile, cross-functional teams.
* Skilled at prototyping in Figma, and experience with GenAI tools and service design frameworks.
* Experience with video production for storytelling, prototyping, or stakeholder engagement.
* Understanding of GenAI tools and their capabilities such as Chat GPT, ie Custom GPT, 11Labs, Gemini Live, Gamma AI, Lovable and Agentic AI options like Mode Context Protocol (MCP) and Agent-to-Agent (A2A) protocol.