Job Description

Service Designer
Location: Halifax - 2 days per week on-site
Contract: 6 months initially, with strong potential for extension
About the Role
We're working with one of the UK's leading banking groups on a major transformation of their customer experience tools. This opportunity sits within a multi-disciplinary team of 5, including UX Design, Content Design, Design Analysis, and User Research-all focused-on redesigning how the bank captures and responds to customer needs.
The team is delivering a needs capture tool-a strategic, customer-focused data product currently being replatformed to align with future architecture and experience standards. The tool is being designed to better equip digital and frontline colleagues to understand customer circumstances and tailor support accordingly.
You'll be joining a collaborative Agile team, engaging with multiple teams across the bank, and helping to ensure the product is insight-led, technically feasible, and aligned to business and user outcomes.
What You'll Do

• Lead service design activities for a data-led product supporting customer needs assessment.

• Collaborate daily with UX designers, content designers, user researchers, and design analysts.

• Engage with wider delivery teams to shape end-to-end journeys and service architecture.

• Facilitate co-design workshops and map current and future state journeys.

• Translate user insights into service blueprints, customer journeys, and other actionable artefacts.

• Work within Agile teams, contributing to sprint planning, backlog refinement, and Jira ticket creation.

• Document work and share outputs via Confluence to maintain alignment across teams.

What We're Looking For

• Proven experience as a Service Designer working in large, cross-functional teams.

• Strong capability in journey mapping, blueprinting, service ecosystems, and systems thinking.

• Experienced in Agile delivery environments, including working in sprints and managing Jira tickets.

• Comfortable documenting design decisions and collaborating via Confluence.

• Able to interpret research findings and turn them into actionable design and service improvements.

• Experience working on data products or tools; financial services experience highly desirable.

• Strong communication and facilitation skills across a range of stakeholders.

• Tools: Jira, Confluence.

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.