3 months, initial
London. Hybrid, with travel to client site in central London as the work requires.
Market rates inside IR35 - Umbrella only
The work
We're mapping a major UK bank's business banking experience end to end. The job is to produce service design blueprints for the key customer journeys, the ones that cut across channels and functions: digital, in-branch, telephony, customer servicing and the operations behind them.
This is cross-channel, front-stage and back-stage work. We need people who can sit with stakeholders across the business, pull a journey apart, and show how it actually works and where it breaks, from the customer's first action through to the back-office steps that fulfil it.
What you'll do
Map key business banking journeys end to end, across digital, branch, telephony and customer servicing.
Build service blueprints that connect the customer-facing experience to the back-stage processes, systems and teams that deliver it.
Run discovery and workshops with stakeholders across functions to understand how each journey really works.
Identify handoffs, gaps, duplication and points of failure between channels and teams.
Produce clear artefacts that a senior banking stakeholder can read and act on.Must have
Demonstrable service design experience, with a portfolio of service blueprints and cross-channel journey maps that go beyond app and website UX.
Banking or financial services experience. Business or commercial banking is a strong plus. Retail banking or broader financial services is acceptable.
Confidence facilitating workshops and interviewing stakeholders across business functions and operations.
Comfort with the back-stage: process, systems, ownership and servicing.
Mid-weight to senior. Able to lead a journey workstream with light direction.Nice to have
Experience inside or alongside a large, regulated organisation with legacy systems and multiple channels.
Experience bridging digital, physical (branch) and voice (telephony) experiences in one blueprint.For the role
Seniority: mid-weight to senior level.
Location: London-based, able to travel to a central London client site.
Domain: business banking experience preferred. Banking or financial services experience required.
Please send portfolio links with each candidate. We specifically need to see service blueprints.If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website
Salary description
£475.00 - £500.00 per day