Service Designer

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Service Designer.

You’ll play a key part in HSBC UK’s exciting, new Experience Design Team (XD), focused on designing and delivering the next-generation banking experience for all our customers. This is a unique opportunity to help support, shape and define the future of digital banking and deliver better experiences and improved outcomes for millions of customers across the UK, from retail banking, to savings, wealth, and insurance.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you’ll:

• Define, design and deliver the future-state service experience against specific project goals, on a diverse range of financial products and services
• Work closely with service, product, proposition and design leadership, as well as cross-functional partners, and other designers to define and articulate a range of new future-state products, propositions, services and experiences
• Collaborate with colleagues and stakeholders to define, create and maintain all end-to-end service design activities and define the customer journey/s across digital and non-digital touchpoints as well as the operations, capabilities and technology needed to support it
• Independently assess and own delivery of all design, or related tasks, as directed by team leads, under their guidance
• Organise and facilitate cross-team workshops as needed (e.g. blueprint walk-throughs with product, dev, PMs, ops) to identify development actions and align on delivery plans
• Bring experience beyond digital, including contact centres, expert advisory services, or other complex service environments
• Help identify pain points, opportunities for improvement and new pathways for innovation, features and functionality across multiple touchpoints and platforms for our business and customers

To be successful in this role you should meet the following requirements:

• Proven experience in Service Design, experience design or similar roles. In these roles you will have designed various complex, transactional products and services from end-to-end across a variety of touchpoints

• A strong understanding and demonstrable experience of contextual and quantitative research, journey mapping, persona building, workshop facilitation and service prototyping. Knowledge of common Service Design techniques and their application in complex organisations
• Strong facilitation skills, confident in running workshops and guiding diverse groups toward clear outcomes
• A problem solver, comfortable with ambiguity, who strives to look beyond symptoms to explore the core needs and pains
• Skilled and experienced in using Figma, Adobe Creative Suite and collaborative platforms
• A great portfolio demonstrating your ability to design and deliver impactful, user-centered solutions across a range of digital products and services

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500