SERVICE DESIGNER - AI CAPABILITY PROGRAMME

SERVICE DESIGNER - AI CAPABILITY PROGRAMME

Major Financial Services Client Contract Inside IR35 Up to 715/day
Location: Remote with occasional travel to London (approx. 1 day/week max)
Duration: Initial 3 months, highly likely to extend to 6-24 months

CBS Butler is recruiting for a Senior Service Designer to join a high-profile AI transformation programme at one of the UK's leading financial services organisations.

This is a rare opportunity to shape the end-to-end service design of a brand new, enterprise-wide AI capability - a single AI platform being built across a major retail operation using Azure, AWS, and open-source LLMs. The goal: a unified AI gateway and consistent AI experience from sandbox to production.

THE ROLE

You will design and optimise end-to-end services across people, processes, technology, data, and governance. Working closely with product managers, architects, UX designers, and senior stakeholders, you will generate insights, design future-state services, and build the frameworks needed to validate, pilot, and scale solutions.

KEY RESPONSIBILITIES

- Design end-to-end services across multiple touchpoints using service blueprints, journey maps, and ecosystem mapping
- Lead user research and translate findings into clear, actionable service design decisions
- Facilitate workshops, co-design sessions, and design sprints with cross-functional teams
- Champion user needs, accessibility, and inclusion throughout delivery
- Define and track service performance indicators, iterating based on data and feedback
- Ensure alignment with organisational design standards and governance frameworks
- Mentor junior designers and contribute to wider design capability

WHAT WE'RE LOOKING FOR

- Proven experience as a Senior Service Designer, ideally in financial services or large enterprise environments
- Strong command of service design artefacts - blueprints, journey maps, personas
- Systems thinking and end-to-end service modelling
- Confident facilitator with excellent stakeholder engagement skills
- Familiarity with Agile delivery environments
- Knowledge of accessibility standards (WCAG)
- Comfortable working with ambiguity and driving decisions through hypothesis-led design

Experience working on AI, data, or platform transformation programmes is a strong advantage.

CONTRACT DETAILS

- Rate: Up to 715/day
- Inside IR35
- Start: ASAP