Service Design - Payments & FinCrime

Key Responsibilities

• Map current-state customer and operational journeys across financial crime and payments services, identifying pain points, failure areas, and opportunities for improvement.
• Design future-state journeys, service blueprints, and workflow models that reduce friction, enhance effectiveness, and embed financial-crime controls.
• Gather and analyse operational data, customer feedback, and FinCrime metrics to identify root causes and service performance gaps.
• Collaborate with the Product Manager to translate service designs into feature requirements and acceptance criteria.
• Partner with Engineering, UX, and Operations teams to implement improvements and ensure end-to-end service coherence.

Essential Skills & Experience

• Proven experience in service design and process improvement
• Ability to create service blueprints, customer journeys, and process maps
• Confident in hosting workshops and translating complex problems into optimisation opportunities
• Strong analytical skills with the ability to interpret customer and operational data, identify trends, and recommend actionable solutions

Desirable Skills & Experience

• Knowledge of financial crime and payments in B2C retail banking
• Experience with tools such as Miro, Jira, Confluence, and Figma

Benefits:

• 25 days holidays - Birthday off + Wellness days
• Hybrid working - 2/3 days office based
• Excellent career progression

If you are passionate about designing seamless, efficient, and secure customer experiences in the financial sector, we want to hear from you!

Service Designer – Financial Crime & Payments