Service Design Lead (iOCO0018)

We're looking for an experienced Service Design Lead for a strategic engagement with a leading Corporate and Investment Banking client.

This is a rare opportunity to play a pivotal role in the client's flagship transformation initiative: the Modernising Foreign Exchange (FX) Programme. Working within Global Markets Technology (GMT), you will help redefine and optimise the end-to-end FX client experience across onboarding, trading, and post-trade services.

As the Service Design Lead, you will work closely with the GMT Experience Design Lead to strengthen and scale experience design practices across the organisation, ensuring that customer-centric thinking is embedded throughout business and technology delivery. You will lead service design activities that connect business strategy, customer experience, and technology delivery. The role requires a strategic thinker who can map complex ecosystems, uncover client pain points, and translate insights into meaningful design outcomes and transformation roadmaps. You will be instrumental in driving adoption of service design practices while building reusable frameworks, customer journeys, and service blueprints that inform programme delivery.

What you'll do:

• Partner with the GMT Experience Design Lead to mature and expand the Experience Design capability within Global Markets Technology.
• Drive the adoption of service design and client-centric design practices across business and technology teams.
• Design and map end-to-end customer journeys across the FX ecosystem.
• Develop and maintain service blueprints, ecosystem maps, and reusable customer experience frameworks.
• Identify opportunities to simplify processes, improve client outcomes, and create business value.
• Facilitate workshops and collaborative working sessions with stakeholders across product, business, technology, architecture, and operations.
• Translate customer and service insights into actionable design recommendations and prioritised initiatives.
• Contribute to the development of a strategic experience roadmap across the programme's three transformation streams.
• Ensure alignment between customer experience outcomes, the client's experience design principles, and technology architecture.

What Success Looks Like

You'll help deliver:

• End-to-end service journeys across the FX lifecycle
• Reusable CX and service design artefacts aligned to the client's experience design framework
• A strategic experience roadmap supporting the Modernising FX Programme
• Strong alignment between business objectives, customer needs, and technology delivery
• Increased adoption of service design methodologies across GMT and broader Corporate & Investment Banking teams

Your Expertise:

Essential

• 8+ years' experience in Service Design, Experience Design, UX, Product Design, or Customer Experience Design.
• Proven experience working on large-scale digital transformation, platform modernisation, or enterprise experience programmes.
• Strong expertise in:
  • Customer Journey Mapping
  • Service Blueprinting
  • Ecosystem Mapping
  • Experience Frameworks
  • Design Thinking methodologies
• Experience collaborating with cross-functional teams including Product, Technology, Architecture, Operations, and Business stakeholders.
• Demonstrated ability to facilitate workshops and drive stakeholder alignment in complex environments.
• Strong communication, storytelling, and stakeholder engagement skills.
• Experience translating research and service insights into strategic recommendations and delivery priorities.
• Relevant degree in Service Design, UX Design, Interaction Design, Human-Computer Interaction, Design, or a related field.

Advantageous

• Professional certifications in Service Design, Human-Centred Design, UX, or Design Thinking.
• Previous experience within Financial Services.
• Exposure to Corporate & Investment Banking environments.
• Knowledge of Global Markets, Foreign Exchange, Trading Platforms, or Capital Markets ecosystems.

About the Programme

The Modernising Foreign Exchange Programme is focused on transforming the FX client journey across three key streams:

Pre-Trade

• Client onboarding and enablement
• FX product discovery and access
• Pre-trade engagement and workflow optimisation

Trading Platforms

• Modernisation of digital trading experiences
• Workflow optimisation and usability enhancement
• Alignment across Corporate & Investment Banking digital trading capabilities

Post-Trade

• Trade confirmations, reporting and settlement
• Operational transparency and efficiency
• Integration across downstream operational systems

This programme represents a significant opportunity to create seamless, intuitive and scalable experiences for clients across the entire FX lifecycle.

Why This Opportunity?

This role offers the opportunity to influence the future of digital experiences within a leading financial services organisation. You'll work on a high-profile transformation programme, engage with senior stakeholders, and help shape how service design is adopted and scaled across a complex enterprise environment.

If you're passionate about service design, systems thinking, and creating meaningful customer experiences at scale, we'd love to hear from you.

Other information applicable to the opportunity:

• Location: Johannesburg (Hybrid)
• Contract Type: Initial Contract Engagement
• Experience Level: Lead Service Designer

Why work for us?

Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.?

You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.?

Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.?

By joining IOCO you will have an open invitation to developer inspiring forums. A place where you will be able to connect and learn from and with your peers by sharing ideas, experiences, practices, and solutions.?

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.