Service Designer - 6 month contract - Outside iR35 - London/Hybrid

We are seeking an experienced Service Design Lead to play a key role in defining and delivering a next-generation operating model across the organisations ecosystem.

This role will focus on designing the end-to-end service model, encompassing operational processes, customer interaction channels, SLAs, and governance frameworks, ensuring a consistent, scalable, and world-class customer experience across all products and geographies.

• Operational Model Design: Define and implement a future-state service operating model that aligns with the business strategy, product roadmap, and customer expectations.
• Service Blueprinting: Map and document the customer journey and supporting service processes to ensure seamless experiences from onboarding through support and resolution.
• Portal & Contact Centre Capability: Design requirements for customer self-service portals, helpdesk, and call centre capabilities to improve efficiency, transparency, and satisfaction.
• Service Governance: Define measurable SLAs, KPIs, and reporting frameworks to monitor and improve service delivery performance.
• Policy & Compliance: Develop customer-facing Terms & Conditions, operational policies, and service manuals ensuring regulatory and contractual alignment.
• Operational Readiness: Create and own the Service Operations Manual, detailing workflows, escalation paths, communication standards, and contingency processes for customer distribution.
• Stakeholder Engagement: Partner closely with Product, Technology, Customer.

You will have proven experience in Service Design, Operations Design, or Service Delivery Transformation, ideally within FinTech or Financial Services. Demonstrable success designing and implementing operating models and customer support frameworks at scale. An understanding of portal, call centre, and omnichannel customer service environments. Strong knowledge of SLA design, contract governance, and service performance management. Experience drafting customer-facing documentation, including SLAs, T&Cs, and service guides/manuals.

If this role is of interest to you then please contact David Eales with an up to date CV.