Job description
A leading financial services organization is seeking a Senior Service Designer to shape end-to-end services, operating models, ecosystems, and business capabilities for Banking-as-a-Service platforms.
The Senior Service Designer will connect customer research, business strategy, operational requirements, and emerging technology to create scalable and commercially viable banking services. This position requires a systems-level perspective, strong research capabilities, exceptional design artifacts, and the ability to move between strategic planning and hands-on design execution.
A portfolio is required and should include relevant case studies demonstrating service design methods, research, systems thinking, prototyping, and measurable outcomes.
Responsibilities
Translate complex and ambiguous business challenges into service concepts, operating models, business models, and implementation-ready service blueprints.
Design end-to-end banking services that account for customer needs, employee workflows, business objectives, technology capabilities, operational constraints, and regulatory requirements.
Plan and conduct qualitative and quantitative research involving customers, employees, business teams, and platform stakeholders.
Synthesize research findings into evidence-based recommendations that guide product, platform, and operational decisions.
Create journey maps, ecosystem maps, service blueprints, operating models, prototypes, research reports, and executive presentations.
Map service processes, policies, systems, dependencies, and organizational responsibilities to identify root causes and improvement opportunities.
Develop and test concepts, pilots, simulations, and prototypes to validate assumptions and identify operational or service risks.
Facilitate workshops and decision-making sessions with designers, engineers, product managers, operations teams, business leaders, and customers.
Define hypotheses, success measures, and learning plans for new service concepts.
Connect service design recommendations to customer outcomes, operational performance, commercial value, and risk reduction.
Develop clear narratives that make complex research and systems findings understandable and actionable.
Use generative AI and emerging tools to support research planning, interview and survey development, synthesis, pattern identification, journey mapping, blueprint creation, concept exploration, prototyping, and presentations.
Validate AI-assisted outputs for accuracy, bias, traceability, privacy, and regulatory risk.
Partner with technical teams to design services supported by APIs, orchestration layers, cloud platforms, data, automation, and financial technology capabilities.
Share work throughout the design process, incorporate feedback, and contribute to a collaborative design practice.
Mentor designers and help improve service design methods, standards, and overall quality.
Required experience and skills
Approximately 10 to 12 years of professional design experience , including substantial service design work.
Experience designing services within regulated industries such as financial services, healthcare, or insurance.
Strong command of strategic service design, systems thinking, operating-model design, and business-model development.
Experience conducting and synthesizing qualitative and quantitative research.
Demonstrated ability to connect customer, employee, business, operational, and technology needs.
Advanced experience creating service blueprints, journey maps, ecosystem maps, operating models, prototypes, research findings, and executive-level narratives.
Hands-on experience developing, testing, and refining service concepts, pilots, simulations, or prototypes.
Experience defining hypotheses, success measures, and learning plans.
Strong workshop facilitation, consensus-building, and cross-functional decision-making skills.
Ability to communicate complex findings to working teams, senior stakeholders, and…