Service Designer

Service Designer, Sheffield/Hybrid, 6 months, £535/day (Inside IR35)

Role Overview

The Business Risk & Resilience (BRR) function brings together multiple teams, tools, and processes that support operational resilience, continuity, incident management, risk controls, and reporting across the global business.

We are seeking a highly technical Service Designer to join a newly formed multi-disciplinary team within BRR. The role will focus on early-stage discovery, understanding how BRR fits within the wider ecosystem, and addressing tooling interoperability, data gaps, business processes, and end-to-end service journeys.

The Service Designer will be Embedded deeply within technology, risk, controls, architecture, tooling, and global operations-not customer-facing channels. You'll shape problem statements, map complex journeys, uplift agile practices, and support pragmatic delivery across a large-scale risk environment.

Key Responsibilities

Discovery & Ecosystem Understanding

• Lead a 3-6 month structured discovery into how BRR sits within the global ecosystem.
• Identify dependencies, rules, controls, and operational handoffs across the organisation.
• Analyse current state across multiple teams, tooling solutions, and business processes.

Service Design & Journey Mapping

• Create end-user journeys, personas, service blueprints, and problem statements based on insights from risk users, operational teams, and senior leadership.
• Understand and articulate the needs of risk users and resilience stakeholders across the bank.
• Translate unstructured or weak business requirements into clear, actionable service insights.

Tooling, Interoperability & E2E Lifecycle

• Assess point-tooling and identify interoperability issues between risk, resilience, and controls platforms.
• Support evaluation and uplift of tools such as ServiceNow (vulnerability, scenario testing, incident processes).
• Ensure that tooling aligns to real business processes and supports effective end-to-end service flows.

Integration & BRR Team Collaboration

• Work closely with architects, integration teams, and BRR SMEs to address data weaknesses, process friction, and solution feasibility.
• Act as a bridge between business and technology, ensuring the right information reaches the right people through the right tools.
• Contribute to backlog creation, use cases, and prioritisation of requirements.

Stakeholder Engagement & Ways of Working

• Engage global senior stakeholders confidently (MD/CIO level).
• Introduce and uplift agile ways of working within teams new to service design.
• Provide detective-style support to uncover gaps, diagnose issues, and shape better business requirements.