🚀 Service Designer - Customer Journey Mapping 📍 Location: Central London (Hybrid) (3 Days London / 2 Days Remote) 💰 Rate: £375/day (Inside IR35) 📆 Duration: 12 months We’re looking for a Service Designer to join a fast-paced digital experience team, helping shape the end-to-end journeys of millions of small businesses and self-employed individuals. This is a fantastic opportunity to design and optimise digital experiences at scale, improving conversion, satisfaction, and long-term customer success. 🔍 Key Responsibilities: • Own and enhance digital customer journeys, onboarding, purchase, adoption, and support. • Define journey vision, KPIs, and performance goals aligned to customer needs and business objectives. • Be the voice of the customer, using data and insights to champion user-centred design. • Translate strategy into actionable roadmaps with product, design, engineering, and marketing. • Drive personalisation and segmentation strategies to improve customer relevance. • Lead test-and-learn initiatives (A/B, multivariate) to continuously improve journey performance. • Work cross-functionally to ensure consistent experiences across web, mobile, and service channels. • Report on performance and surface insights to senior stakeholders. ✅ Required Qualifications: • Proven experience in service design, digital product or journey management. • Strong knowledge of digital analytics, CX methodologies, and customer research. • Hands-on experience with journey mapping tools, A/B testing platforms, and personalisation tech. • Ability to manage cross-functional projects in an Agile environment. • Excellent communication and stakeholder management skills. ⭐ Preferred Qualifications: • Experience in financial services, SaaS, or e-commerce customer journeys. • Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo). • Deep understanding of SMB customer behaviours and digital needs. • Track record of delivering measurable improvements in conversion, retention, or customer satisfaction. 💼 What We Offer: • The chance to shape the digital journeys of millions of small businesses globally. • A collaborative culture with diverse and talented teams. • The ability to innovate at scale within a global technology leader. • Flexible working: 3 days onsite in London, 2 days remote. 📍 Location: Central London (Hybrid) 💰 Rate: £375/day (Inside IR35) 📆 Duration: 12 months