Lead Service Designer

interactive investor

Lead Service Designer creating customer journey maps and service blueprints for leading investment platform. Collaborating with multiple teams to enhance customer experiences and insights.

Posted 7/14/2026full-timeManchester • 🇬🇧 United KingdomSenior💰 £51,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer journey mapping and service blueprinting, utilizing strong analytical skills to translate customer insights into actionable improvements. Proficient in facilitating workshops and collaborating with cross-functional teams to enhance customer experiences.

Highest-signal resume keywords

Customer Journey MappingService BlueprintingWorkshop FacilitationCustomer Research SynthesisAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey MappingService BlueprintingCustomer Research SynthesisAnalytical Problem-SolvingProcess Simplification

Soft Skills

Excellent CommunicationStakeholder EngagementCollaborationVisual Storytelling

Tools & Technologies

FigmaMiro

Industry Keywords

Financial ServicesRegulated IndustryConsumer DutyCustomer Outcome PrinciplesUX Principles

About the role

Key responsibilities & impact

Create high-quality end-to-end customer journey maps and service blueprints using agreed CX standards and methodologies.
Document customer interactions, front-stage and back-stage processes, supporting systems and operational dependencies.
Capture customer needs, pain points and "moments that matter" throughout the journey.
Ensure journey documentation remains accurate and reflects agreed changes over time.
Bring together insights from Customer Insights, Customer Services, Complaints, Operations, behavioural analytics and other available sources to build a holistic understanding of customer experiences.
Identify customer pain points, root causes and opportunities through triangulation of multiple evidence sources.
Translate research and operational insight into clear customer problems and opportunity statements.
Plan and facilitate journey mapping and service blueprint workshops with cross-functional stakeholders.
Build shared understanding of current customer journeys across teams.
Challenge assumptions using customer evidence and encourage customer-centric decision making.
Produce clear workshop outputs and agreed actions.
Identify opportunities to improve customer journeys through simplification, automation or experience redesign.
Assess opportunities against customer impact, business value and delivery effort.
Support the creation of prioritised improvement roadmaps alongside Product, Operations and Delivery teams.
Work with delivery teams to ensure customer intent is maintained throughout implementation.
Support the definition of journey health measures and "moments that matter."
Help maintain journey dashboards and performance reporting.
Monitor journey performance and identify emerging trends or new opportunities for improvement.
Work closely with Customer Insights, UX, Product, Customer Services, Operations and Commercial teams to ensure a shared understanding of customer journeys.
Support the Customer Journey and Experience Manager in embedding consistent journey management practices across the organisation.
Contribute to a culture of continuous improvement and customer-centred design.

Requirements

What you’ll need

Customer journey mapping
Service blueprinting
Customer research synthesis
Workshop facilitation
Strong analytical and problem-solving skills
Excellent communication and visual storytelling
Stakeholder engagement and collaboration
Ability to simplify complex processes into clear customer journeys
Experience using Figma, Miro or similar journey mapping tools (Desirable)
Knowledge of service design or design thinking methodologies (Desirable)
Familiarity with UX principles (Desirable)
Experience within Financial Services or another regulated industry (Desirable)
Understanding of operational processes and customer service environments (Desirable)
Awareness of Consumer Duty and customer outcome principles (Desirable)

Benefits

Comp & perks

Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
Life Assurance and Group Income Protection
Private Medical Insurance – Provided by Bupa
25 Days Annual Leave, plus bank holidays
Staff Discounts on our investment products
Personal & Well-being Fund – Supporting your physical and mental wellness
Retail Discounts – Savings at a wide range of high street and online retailers
Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle