Lead Service Designer

JPMorgan Chase · LONDON, LONDON, United Kingdom

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Full-timeLeadAug 2026 · checked today

Join our dynamic team of diverse professionals from top tech giants, blockchain innovators, and FinTech unicorns. We're looking for an experienced Service Designer to shape customer experiences across channels. Use your expertise in service design and systems thinking to lead key initiatives, collaborate with diverse teams, and enhance customer satisfaction. Your strategic insights and guidance will be crucial in delivering exceptional service experiences.

Job responsibilities

Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms
Develop clear future‑state service propositions, journeys, and concepts that deliver value to customers and the business
Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end‑to‑end service experiences across channels and touchpoints
Work with UX Research and Data to plan, conduct, and synthesise research to inform and validate service design deliverables
Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement
Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless experiences
Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics
Communicate complex service thinking clearly to stakeholders

Required qualifications, capabilities and skills

Solid hands-on experience in roles such as Senior or Lead Service designer or a related field, focusing on end-to-end customer experiences
Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding
Experience in conducting user research to inform service design outcomes
A strong portfolio demonstrating end‑to‑end service design work: from discovery and insight through to service blueprints and future‑state journeys
Strong communication skills to articulate service design artefacts to stakeholders
Represent service design in key governance and decision forums & experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
Strong collaborative skills to build alignment across diverse teams & Degree in Design, Service Design, HCI, Behavioural Science, Business, or related field – or equivalent practical experience.

Preferred qualifications

Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
Confident leading workshops, co‑creation sessions, and playback meetings with senior, cross‑functional stakeholders
Comfortable presenting and tailoring communication style for different audiences
Builds trusted relationships with Product, Engineering, Operations, Risk, and Compliance

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