Service Design Manager

Basic information

Location

Belfast, London

Business Line

Technology & Transformation

Job Type

Permanent / FTC

Date published

27-Jul-2026

Req #

24377

Job description

Connect to your Industry

Do you want to be at the heart of some of the most transformative and impactful programmes shaping the future of Financial Services?

We are proud of the impact we have with our Financial Services clients, the strength of our relationships, and the variety of our skills and expertise that we bring to help them navigate complex challenges and achieve their strategic goals.

We're growing our teams across all of transformation programs. If you are passionate about innovation in financial services and want to grow your career in this dynamic sector, we are very keen to hear from you.
Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way , serve with integrity , take care of each other , foster inclusion , and collaborate for measurable impact . These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

We're looking for people who are natural initiative-takers, who bring out the best in others, are brilliant listeners and can grow our business without compromising standards, integrity or culture.

You will work with outstanding digital talent across disciplines to innovate and create great solutions for our Financial Service Clients.

You will collaborate with amazing digital experts across disciplines including but not limited to Experience Strategists, User Researchers, Interaction Designers, Business Analysts and Engineers to deliver industry leading experiences across a broad range of products and services.

Your role will include:

*

Conducting research and analysis to understand user needs, pain points, and behaviours across large and complex journeys.

• Collaborating with stakeholders to define measurable service goals and objectives.
• Developing service blueprints, customer journey maps, and other service design artifacts to visualize and communicate the end-to-end service experience.
• Integrating design decisions across the multiple layers involved in delivering and running a service, including people, process, policy, legal, data, technology etc.
• Identifying opportunities for service improvement and innovation, and proposing design solutions that address user needs and meet business goals.
• Facilitating workshops and co-design sessions with users, stakeholders and cross-functional teams to ideate and iterate on service design concepts.
• Working closely with user researchers to integrate user insights into service design decisions.
• Collaborating with product managers and developers to ensure the feasibility and implementation of service design solutions.
• Conducting usability testing and gather user feedback to continuously refine and improve service experiences.
• Staying up-to-date with industry trends, emerging technologies, and best practices in service design.

Connect to your skills and professional experience

We're looking for people who are natural initiative-takers, who bring out the best in others, are brilliant listeners and can grow our business without compromising standards, integrity or culture. You will work with outstanding digital talent across disciplines to innovate and create great solutions for our Financial Services Clients. You will collaborate with amazing digital experts across disciplines including but not limited to Experience Strategists, User Researchers, Interaction Designers, Business Analysts and Engineers to deliver industry leading experiences across a broad range of products and services Your role will include:

• Proven experience in service design, designing end-to-end services comprised of multiple digital products and touchpoints, and creating service design artifacts.

• Strong understanding of user-centered design principles and methodologies.

• Excellent visual and verbal communication skills, with the ability to effectively present and articulate design concepts.

• Experience working collaboratively in cross-functional teams and managing multiple stakeholders.

• Strong analytical and problem-solving skills, with the ability to think strategically and identify connection points across complex systems of people, process, and technology.

• Ability to translate user insights into actionable design solutions.

• Familiarity with agile and iterative design processes.

• Passion for creating exceptional service experiences and a deep empathy for users.

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.
Customer

Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request....