Service Designer E

Job title: Senior Service Designer - AI Innovation Lab
Location: Bristol Harbourside (2 days per week onsite including Wednesdays)
Contract: 6 Months Initial (Potential Extension)
Rate: Circa 600 per day
Working pattern: Full time

This team is exploring how Agentic AI and Conversational AI can improve the customer journey - from onboarding new customers to enhancing everyday banking experiences such as payments, account management, and digital interactions.

The team is reimagining the end-to-end banking experience using AI, focusing on:

• Improving customer onboarding journeys
• Enhancing how customers interact with banking products
• Reducing customer drop-off points
• Increasing conversion and engagement
• Designing intelligent AI-driven digital experiences

The work will span mobile-first experiences as well as web/desktop platforms.

Key Skills & Experience

• Proven experience in Service Design
• Experience with Figma is essential
• Experience working AI-driven Digital projects is essential
• Strong background in customer journey mapping and service blueprinting
• Experience working in cross-functional design teams
• Strong stakeholder management and communication skills
• Ability to work as a self-starter in a new or evolving team environment

Key Responsibilities

• Design end-to-end service experiences across AI-driven digital banking journeys
• Create customer journey maps and service blueprints
• Identify service gaps and opportunities to improve user experience
• Collaborate with UX, UI, Content Designers, and Researchers
• Engage with stakeholders across product, engineering, and business teams
• Help define new processes and ways of working within a newly formed innovation team
• Contribute to the design of AI-powered customer experiences

What We're Looking For:
We want someone who is passionate about service design and is eager to bring innovative solutions to life. If you have a keen eye for detail and a knack for understanding customer needs, this role is for you!

Join us and help transform the banking landscape with your creativity and expertise. Your ideas could lead to smarter, more engaging banking experiences for customers everywhere!

Ready to Take the Leap?
If you are excited about this opportunity and believe you are the right fit for the role, don't hesitate! Apply now to be part of this exhilarating journey in the AI Innovation Lab and make a real difference in the world of banking!

Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Embrace this opportunity to thrive in a vibrant, innovative space where your skills will shine! We can't wait to see how you can help us revolutionise banking for the future!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.