Service Designer

Service Designer | Experience Design Team

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If you’re looking for a role that will help you stand out and make a difference, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction.

Come and join the new Experience Design Team (EXD), focused on designing and delivering the next-generation banking experience for all our customers. We’re seeking a highly capable, enthusiastic and experienced Service Designer to be an essential part of one of the most high-impact teams in our organisation. This is a unique opportunity to help shape and define the future of digital banking and deliver better experiences and improved outcomes for millions of customers across the UK, from retail banking, to savings, wealth, and insurance.

You will be part of an integrated strategic design capability, made up of insight-driven Proposition, Service, Behavioural, Product and Content design, tasked with driving exceptional experiences and better outcomes for customers. You will partner and collaborate closely with business, product, and engineering teams, elevate our design vision, and help embed a design-led culture of creativity, quality, and innovation.

About The Role:

The EXD Service Designer is a hands-on delivery-focused role, responsible for defining, designing and delivering the future-state service Experience against specific project goals, on a diverse range of financial products and services. You will work with support and guidance, where needed, and are expected to maintain a high standard of quality and craft.

You’ll work closely with service, product, proposition and design leadership, as well as cross-functional partners, and other designers to define and articulate a range of new future-state products, propositions, services and experiences. This role has additional responsibilities including supporting the growth, development and impact of the EXD team and promoting an insight-driven, design-led culture across the business.

• Understand project and product-specific goals and objectives, in the context of driving business value and meeting customer needs head on.
• Think strategically, taking broad, sometimes challenging or ambiguous contexts and direction, and turn them into meaningful service artefacts, milestones, improvements and solutions, as required.
• Collaborate with colleagues and stakeholders to define, create and maintain all end-to-end service design activities and define the customer journey/s across digital and non-digital touchpoints as well as the operations, capabilities and technology needed to support it.
• Translate business inputs, customer insights, user requirements and high-level concepts into actionable service design solutions and step-by-step experiences, guiding teams from vision into detailed delivery
• Independently assess and own delivery of all design, or related tasks, as directed by team leads, under their guidance.
• Organise and facilitate cross-team workshops as needed (e.g. blueprint walk-throughs with product, dev, PMs, ops) to identify development actions and align on delivery plans.
• Produce and maintain service blueprints, ecosystem maps, and other visual artefacts to communicate systems thinking.
• Bring experience beyond digital, including contact centres, expert advisory services, or other complex service environments
• Help plan, support and/or execute additional user research to ensure we are seeking right customer insight to aid business decisions
• A willingness to develop and present thoughtful, innovative service solutions that enhance and improve the E2E experience, as it pertains to the user needs and business context you are trying to meet.
• Give and solicit feedback from others in the team to continually improve quality and understanding.
• Raise issues or opportunities to improve solutions, outcomes, process and quality as needed.
• Be ready to support with other design-related task requests such as research, content or testing, as needed, under supervision
• Actively participate in and contribute to design reviews, project rituals and collaboration, team playbacks and continuous improvement within the team.

Qualifications & Experience:

• 4+ years of experience in Service Design, UX/UI Design, or a related role, designing and delivering multiple complex and/or transactional products and services, across end-to-end experiences and a variety of touchpoints and platforms.
• A strong understanding and demonstrable experience of contextual and quantitative research, journey mapping, persona building, workshop facilitation and service prototyping. Knowledge of common Service Design techniques and their application in complex organisations
• A problem solver, comfortable with ambiguity, who strives to look beyond symptoms to explore the core needs and pains.
• A creative, systems-thinking mindset, that thrives on experimenting, pushing boundaries and seeing how digital, people, and process can fit together.
• Skilled and experienced in using Figma, Adobe Creative Suite and collaborative platforms.
• A great portfolio demonstrating your ability to design and deliver impactful, user-centered solutions across a range of digital products and services
• Strong written, verbal communication and storytelling skills, with the ability to present ideas clearly and persuasively to team members and stakeholders alike.