Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Barclays

Location: Canary Wharf, 1 Churchill Place, London, England, United Kingdom

Job Type: FULL_TIME

Category: Service Design / Customer Experience Operations

Date Posted: 2026-06-02T00:00:00

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Lead and facilitate human-centred design excellence within the BUK Pod transformation strategy, driving innovation and meeting customer needs for long-term success and competitive edge.

• Develop and deliver high-quality insight and design outputs, managing project budgets, including external research or design agencies and contingent workforce.

• Facilitate problem statement prioritization, lead solution discovery, and coordinate service designs, ensuring solution integrity across Barclays.

• Evaluate program and product risks through iterative design and testing to mitigate potential issues before customer launch, fostering a culture that values customer-focused design.

• Conduct customer research, listening, testing, and market scanning, monitoring market trends and competitor insights to refine products and service experiences.

📝 Enhancement Note: The role of Service Designer at Barclays, particularly within a Business Banking transformation strategy, strongly aligns with the principles of Revenue Operations and GTM (Go-To-Market) by focusing on improving customer journeys and experiences that directly impact customer acquisition, retention, and overall revenue generation. This role bridges the gap between customer needs and business objectives, ensuring that service delivery is efficient, effective, and aligned with commercial goals. The emphasis on human-centered design, iterative testing, and cross-functional collaboration is key to optimizing the customer lifecycle.

📈 Primary Responsibilities

• Lead the creation and re-imagining of end-to-end service experience journeys across digital and non-digital channels for the Business Banking transformation agenda.

• Advocate for customers in business decision-making, balancing commercial aims, delivery feasibility, and regulatory requirements with high-quality customer experiences.

• Drive innovation by identifying customer needs and translating them into balanced business cases that incorporate customer appeal and feasibility.

• Deliver high-quality insight and design outputs, managing project budgets related to research, design agencies, or contingent workforce.

• Facilitate problem statement prioritization across business areas, lead solution discovery, and coordinate solution/service designs, ensuring accountability for solution integrity.

• Evaluate program or product risks, mitigating potential issues through iterative design and testing prior to customer launch.

• Implement agile ways of working within teams to enhance efficiency across business and technology functions.

• Provide accurate insights on core Customer Experience (CX) outcomes, building awareness and engagement around critical customer metrics to identify opportunities, amplify plans, and mitigate risks.

• Monitor market trends, including competitor insights and wider macro trends, and incorporate colleague feedback into service provision investigations.

• Test designs and experiences through prototypes with target customers and colleagues to refine products or service experiences before launch.

📝 Enhancement Note: The responsibilities clearly indicate a strategic role aimed at optimizing the customer journey and service delivery, which is crucial for GTM success. The emphasis on balancing customer needs with commercial viability and regulatory compliance highlights the operational