Lead Service Designer

Join us as a Lead Service Designer

At NatWest Cushon we like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry.

• We’re looking for a Lead Service Designer who is passionate about creating seamless, end-to-end service experiences that meet both customer needs and business objectives
• This is a strategic and hands-on role, where you’ll be shaping digital touchpoints across the entire customer journey, from discovery to long-term engagement

What you’ll do

As a Lead Service Designer, you’ll play a crucial part in aligning teams around a holistic vision, ensuring that our digital and service ecosystems are efficient, effective, and impactful. Whether it’s harnessing disruptive technologies, streamlining service interactions, or prototyping future-state experiences, you’ll be at the forefront of transforming how we design and deliver services.

Your responsibilities will include:

• Leading service design for strategic initiatives, ensuring that customer journeys are seamless across our digital touchpoints
• Defining and mapping end-to-end service blueprints, uncovering opportunities to improve usability, efficiency and business impact
• Facilitating co-design workshops, journey mapping sessions, and service prototyping with stakeholders across research, product, design, technology, operations, and marketing
• Supporting the prototype program, testing solutions for desirability, feasibility and viability before full-scale implementation
• Driving adherence to our digital principles throughout all digital journeys to maximise customer adoption and conversion

The skills you’ll need

To succeed in this role, you’ll be a strategic thinker with deep expertise in service design, user experience and digital innovation. You’ll need to be comfortable working across both customer-facing and operational service challenges, applying human-centred design principles at every stage.

We’ll also expect you to have:

• Proven experience in service design, UX strategy, or digital experience design within financial services, fintech, or a related industry
• Strong problem-solving and analytical skills, with the ability to think strategically and synthesise research, behavioural insights and business intelligence into actionable strategies
• The initiative to work on your own, setting your own priorities and working to defined deadlines
• A deep understanding of digital trends, evolving fintech landscapes, and disruptive technologies shaping customer experiences
• Experience of facilitating stakeholder engagement, aligning cross-functional teams around shared goals, and driving data-informed decision-making