Senior Service Designer – Production Management

JUXT is partnering with a Tier 1 investment bank within its Production Management organisation to appoint a Senior Service Designer who can put user-centred design at the heart of complex technology and production services.

This is a hands-on service design role focused on understanding users, mapping end-to-end journeys and translating complex, ambiguous requirements into intuitive and effective experiences.

You will lead design activities across the programme, work closely with engineering and business stakeholders, and help embed stronger service design practices into the organisation's technology delivery processes.

As a Senior Service Designer, you will own and shape the overall user journey, ensuring that user needs remain central from discovery through to implementation.

You will use service design techniques including journey mapping, service blueprints, personas, user research, prototyping and usability testing to understand problems and develop practical solutions.

You will also play an important role in influencing the organisation's design culture, helping engineering teams adopt stronger user-centred design principles, frameworks and practices.

Essential functions

• Lead service design activities across complex technology and Production Management initiatives.
• Create detailed journey maps and service blueprints that connect business requirements to clear user experiences.
• Develop personas and user journeys to establish a cohesive understanding of user needs.
• Create intuitive wireframes, prototypes and mock-ups using Figma.
• Facilitate design-thinking workshops with business, technology and engineering stakeholders.
• Run both in-person and remote workshops, capturing outcomes and translating them into actionable design decisions.
• Conduct user research and usability testing to validate designs and understand user behaviour.
• Gather and incorporate feedback throughout the design and implementation lifecycle.
• Collaborate closely with development and engineering teams to ensure technical implementation meets user needs.
• Present design concepts, strategies, research findings and recommendations to stakeholders at all levels.
• Communicate complex design concepts clearly to both technical audiences and senior leadership.
• Manage stakeholder relationships across a complex enterprise environment.
• Build networks across internal teams and leverage external resources where appropriate.
• Champion user-centred design principles across engineering and delivery teams.
• Help establish and embed service design frameworks and standards into engineering workflows.
• Identify opportunities to improve the overall service and remove friction from user journeys.
• Stay current with service design trends and introduce innovative approaches where they can create measurable value.

Qualifications

Service Design

• Proven experience working as a Service Designer within complex organisations.
• Demonstrable experience delivering business outcomes through innovative, user-centred design.
• Experience working closely with development teams, engineers and business stakeholders.
• Strong experience creating:
  • Journey maps
  • Service blueprints
  • Personas
  • Wireframes
  • Prototypes
  • User journeys
• Ability to take large, ambiguous requirements and translate them into a coherent persona and service narrative.

Figma

Strong practical experience with Figma, including:

• Clickable prototypes
• Wireframes
• Mock-ups
• Collaborative design
• Presenting design concepts
• Supporting workshops and stakeholder engagement

Research & Testing

• Experience conducting user research and usability testing.
• Ability to gather qualitative and quantitative feedback.
• Experience using feedback to iterate and improve designs.
• Ability to ensure that both design and technical implementation remain aligned with user needs.

Stakeholder Management

• Excellent stakeholder management and communication skills.
• Comfortable presenting to audiences ranging from technical specialists to senior leadership.
• Ability to explain complex design concepts in a clear and compelling way.
• Proven ability to influence stakeholders and drive decisions.
• Experience navigating complex enterprise structures and building relationships across multiple teams.

Strong knowledge of established service design approaches, including practical experience with frameworks such as the Double Diamond.

You should be able to apply service design methodology pragmatically rather than treating frameworks as a rigid process.

Would be a plus

The following would be advantageous:

• HTML / CSS knowledge.
• Figma Make.
• Claude or other AI-assisted design/development tools.
• Experience working in financial services or another highly regulated environment.
• Experience with large-scale enterprise technology programmes.
• Experience embedding service design practices into engineering teams.
• Experience driving organisational or cultural change.

Service Design

• Service Design
• User-Centred Design
• Design Thinking
• Double Diamond
• Journey Mapping
• Service Blueprints
• Personas
• User Research
• Usability Testing

Design & Prototyping

• Figma
• Wireframing
• Prototyping
• Mock-ups
• Clickable Prototypes

Stakeholder Management

• Workshop Facilitation
• Executive Presentations
• Stakeholder Engagement
• Influencing Without Authority
• Enterprise Networking

Desirable Technology

• HTML
• CSS
• Figma Make
• Claude

You will work within the Production Management organisation of a Tier 1 global investment bank.

The organisation supports business-critical production and technology services across a demanding regulated environment, working to high standards across engineering, operational resilience and delivery.

You will work closely with engineering, architecture, business and senior leadership teams, helping ensure that user needs are properly understood and reflected throughout the delivery lifecycle.

This is an opportunity to put user-centred design at the heart of production and reporting systems within a Tier 1 investment bank.

You will have genuine scope to influence how services are designed, delivered and experienced, while helping drive cultural change and raise service design standards across engineering teams.

You will also join JUXT, a premium software consultancy with a strong reputation for engineering quality, technical excellence and delivering complex programmes across financial services.

We are looking for a Senior Service Designer who combines strong hands-on design capability with excellent stakeholder management and the confidence to operate across a complex enterprise.

You should be comfortable taking ambiguous problems, understanding the end-to-end user journey, creating compelling prototypes and service blueprints, and working directly with engineering teams to turn designs into effective solutions.

Above all, you will be a strong user advocate who can communicate effectively with everyone from engineers and technical specialists through to senior business and executive stakeholders.

We offer

• Opportunity to work on bleeding-edge projects
• Work with a highly motivated and dedicated team
• Competitive salary
• Flexible schedule
• Benefits package - medical insurance, sports
• Corporate social events
• Professional development opportunities
• Well-equipped office

About us

Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.