Salary: £54,000 - 94,000 per year Requirements: We require proven experience in service design within complex or large-scale organisations. We require strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition. We require demonstrated experience using a journey management platform such as TheyDo, CXOmni, or Cemantica. We require the ability to translate customer and business insights into design priorities and actionable outcomes. We require experience designing and facilitating workshops, including remote and hybrid collaboration using tools such as Miro, Mural, or FigJam. We require confidence working with stakeholders at both directorate and hands-on levels, while managing ambiguity and competing priorities. We require strong written and verbal communication skills, with the ability to simplify and present complex information effectively. We require experience in financial services or another regulated industry such as utilities, telecoms, or government. We would value experience building design capability within an organisation, such as creating playbooks, frameworks, or training programmes. We would value familiarity with digital transformation, automation, or personalisation programmes. We would value understanding of customer journey analytics and the ability to link qualitative and quantitative insight. We would value knowledge of change management principles and their application to customer experience initiatives. Responsibilities: We will ask you to support our Service Design Lead in establishing and embedding service design methods, tools, and frameworks across the business. We will ask you to design new end-to-end customer journeys that support our business portfolio and improve customer experience. We will ask you to support more transformative CX optimisations alongside our CX colleagues. We will ask you to design and facilitate workshops and collaborative sessions that align teams on journey challenges, opportunities, and service improvements. We will ask you to help introduce a journey management platform such as TheyDo or a similar tool, ensuring journeys are structured, evidence-based, and linked to customer and business metrics. We will ask you to support knowledge and skills transfer to our CX analysts across journey mapping, facilitation, and insight-led design. We will ask you to translate insight and data into actionable design outcomes. We will ask you to partner with digital, product, IT, and operational teams to ensure design outputs are practical, scalable, and aligned with transformation initiatives. We will ask you to create and maintain service blueprints, journey maps, and experience principles to guide delivery teams. We will ask you to contribute to building a customer-centred culture and help colleagues apply design thinking in their work. We will ask you to champion the customer, ensuring design decisions reflect both customer needs and business objectives. We will ask you to ensure accessibility and inclusivity are considered in all design outputs. We will ask you to contribute to continuous improvement of our service design methods and tools. We will ask you to follow our risk management policies and procedures, including reporting incidents or breaches. We will ask you to promote our Treating Customers Fairly culture and principles, along with our behaviours and values. We will ask you to adhere to our Diversity & Inclusion policy. Technologies: Support UX UI Design More: We are a financial services organisation offering a Service Designer role on either an FTC or day-rate basis, with hybrid working from Crawley, requiring two days onsite and three days remote. This is a 3 to 6 month contract starting as soon as possible. You will join our service design team and report to the Service Design Lead, helping us design and improve end-to-end services that meet user needs and deliver business outcomes. You will collaborate with multidisciplinary teams across customer experience, digital, product, IT, and operations to create seamless, user-centred experiences across channels and touchpoints. We are looking for someone who can help embed service design practices, support our transformation agenda, and contribute to a customer-focused, inclusive, and collaborative culture. last updated 20 week of 2026