Job Specifications
Service Designer, Sheffield/Hybrid, 6 months, £535/day (Inside IR35)
Role Overview
The Business Risk & Resilience (BRR) function brings together multiple teams, tools, and processes that support operational resilience, continuity, incident management, risk controls, and reporting across the global business.
We are seeking a highly technical Service Designer to join a newly formed multi-disciplinary team within BRR. The role will focus on early-stage discovery, understanding how BRR fits within the wider ecosystem, and addressing tooling interoperability, data gaps, business processes, and end‑to‑end service journeys.
The Service Designer will be embedded deeply within technology, risk, controls, architecture, tooling, and global operations—not customer-facing channels. You’ll shape problem statements, map complex journeys, uplift agile practices, and support pragmatic delivery across a large-scale risk environment.
Key Responsibilities
Discovery & Ecosystem Understanding
Lead a 3–6 month structured discovery into how BRR sits within the global ecosystem.
Identify dependencies, rules, controls, and operational handoffs across the organisation.
Analyse current state across multiple teams, tooling solutions, and business processes.
Service Design & Journey Mapping
Create end‑user journeys, personas, service blueprints, and problem statements based on insights from risk users, operational teams, and senior leadership.
Understand and articulate the needs of risk users and resilience stakeholders across the bank.
Translate unstructured or weak business requirements into clear, actionable service insights.
Tooling, Interoperability & E2E Lifecycle
Assess point‑tooling and identify interoperability issues between risk, resilience, and controls platforms.
Support evaluation and uplift of tools such as ServiceNow (vulnerability, scenario testing, incident processes).
Ensure that tooling aligns to real business processes and supports effective end-to-end service flows.
Integration & BRR Team Collaboration
Work closely with architects, integration teams, and BRR SMEs to address data weaknesses, process friction, and solution feasibility.
Act as a bridge between business and technology, ensuring the right information reaches the right people through the right tools.
Contribute to backlog creation, use cases, and prioritisation of requirements.
Stakeholder Engagement & Ways of Working
Engage global senior stakeholders confidently (MD/CIO level).
Introduce and uplift agile ways of working within teams new to service design.
Provide detective‑style support to uncover gaps, diagnose issues, and shape better business requirements.