All Locations
UK

About The Role

FDM is a global business and technology consultancy seeking a Service Design & Planning Consultant to work for our client within the Financial Services sector. This is an initial 3 month engagement with the potential for extension and will be a hybrid role based in Cheshire.

We are seeking a Service Design professional to support a business improvement and discovery programme. The successful candidate will analyse existing services and processes, identify opportunities for enhancement and help shape future service delivery approaches.

Responsibilities

  • Lead service discovery activities to understand current operating practices, customer journeys and service performance.
  • Facilitate workshops with business stakeholders to capture requirements, pain points and improvement opportunities.
  • Develop service blueprints, customer journeys and process maps to visualise current and future service experiences.
  • Analyse operational data, processes and workflows to identify inefficiencies and opportunities for optimisation.
  • Support the design of service improvements and strategic recommendations aligned to business objectives.
  • Work closely with business, operations and change teams to ensure proposed solutions are practical and achievable.
  • Produce high-quality documentation, including service models, requirements and presentation materials for senior stakeholders. 

About You

  • Proven experience delivering Service Design, Service Improvement or Customer Experience initiatives within large organisations.
  • Strong understanding of service design methodologies, customer journey mapping and service blueprinting.
  • Experience conducting discovery activities, stakeholder interviews and requirements gathering.
  • Excellent facilitation and workshop leadership skills.
  • Strong analytical and problem-solving abilities, with experience translating insights into actionable recommendations.
  • Comfortable engaging with senior stakeholders and presenting findings to leadership teams.
  • Experience using tools such as Miro, Visio, Lucidchart, Figma, Jira or Confluence.
  • Experience within Financial Services, Insurance or other regulated environments would be advantageous.
  • Minimum 10 years' experience in Service Design, Service Strategy, Operational Improvement or Business Transformation roles.

About Us

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’. 
 
Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
 
Why join us
 
  • Career coaching, mentoring and access to upskilling throughout your entire FDM career
  • Assignments with global companies and opportunities to work abroad
  • Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
  • Annual leave and work-place pension
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