Senior Service Designer, Banking Platforms

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 executives.
• Experience using generative AI and emerging tools within research and service design workflows.
• Understanding of responsible AI practices involving accuracy, bias, traceability, privacy, and regulatory considerations.
• Technical fluency with APIs, orchestration layers, cloud-native platforms, data, automation, and financial technology ecosystems.
• Strong collaboration and mentorship skills.
• Ability to remain hands-on while providing strategic design leadership.
• A portfolio is required, with case studies that demonstrate the service design capabilities relevant to the position.