Job Description

The Experience Management Office (XMO) is a newly established strategic function within the bank’s IT & End User Computing organisation. Our mission is to embed human-centricity into the way technology services are designed and delivered—improving both the effectiveness of IT operations and the daily digital experience of employees across the bank.

Recent companywide research shows that employees struggle to access the right IT support at the right time. To address this, we are expanding the XMO team with a senior service designer who can help transform how enterprise IT services are delivered and experienced.

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As a Senior Service Designer, you will lead the design and optimisation of enterprise IT services, focusing on improving support journeys, employee experience, and end-to-end service operations. You will drive research, strategy, ideation, and service blueprinting activities to shape future-state models and influence how IT services evolve in a complex, global banking environment.

You will help define and evolve the XMO’s design practice and contribute to strategic transformation initiatives within a large-scale organisation.

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Key Responsibilities

Service Design & Strategy

• Lead discovery and service design activities to understand employee pain points across IT support and end-user computing.

• Map and analyse current-state journeys and service ecosystems to identify friction and improvement opportunities.

• Design future-state service blueprints, workflows, and operating models that improve accessibility, efficiency, and quality of support.

• Translate insights into concepts, prototypes, and service recommendations that drive meaningful enhancement of IT services.

Research & Insights

• Conduct qualitative and quantitative research (interviews, contextual inquiries, surveys, data analysis).

• Synthesize insights into clear, actionable recommendations that inform IT strategy and delivery teams.

• Communicate findings through visual and narrative storytelling that resonates with technical and business stakeholders.

Stakeholder Engagement & Facilitation

• Plan and facilitate workshops, co-design sessions, and problem framing activities with diverse cross-functional teams.

• Collaborate with IT leadership, service owners, product teams, support functions, and business stakeholders to align around service strategies and improvement pathways.

• Advocate for evidence based, ‑human‑centred practices across the IT organisation.

Delivery & Implementation Support

• Work closely with product, engineering, and service management teams to embed service improvements into operational delivery.

• Define experience KPIs, success measures, and feedback loops to support continuous improvement.

• Ensure solutions are feasible, scalable, operationally sound, and aligned with enterprise governance and regulatory requirements.

XMO Practice Development

• Contribute to developing frameworks, methods, tools, and documentation to strengthen the XMO’s design practice.

• Support the maturation of human c‑entred practices within IT and promote a culture that values experience, insight, and service-led thinking.

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Required Skills & Experience

• 8+ years of experience in Service Design, Experience Design, or CX/EX/UX with extensive practice in service design methodologies.

• Demonstrated experience within large, complex organisations, preferably in financial services or enterprise IT environments.

• Strong understanding of enterprise service delivery, IT service models, and end user support operations.

• Expertise in service design tools: service blueprints, journey maps, systems maps, prototyping, and experience modelling.

• Ability to simplify complexity and work across multiple teams, processes, platforms, and organisational layers.

• Strong communication and storytelling capability with proven stakeholder influence skills.

• Experience facilitating workshops and collaborative design activities.

• Comfortable working in hybrid or scaled agile delivery environments.

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Preferred Qualifications

• Experience working in a global bank or regulated enterprise environment.

• Familiarity with IT service management (e.g., ServiceNow) and enterprise support workflows.

• Exposure to organisational change, operational excellence, or strategic transformation initiatives.

• Relevant design qualifications or certifications in Service Design, Human ‑Centred Design, or Innovation.