Service Designer – Financial Services

About the role

Safaricom is seeking a Service Designer to shape seamless, end‑to‑end experiences for its Financial Services portfolio, including M‑PESA apps, USSD, call centres, agents and partner systems. The role reports to the Service Design Chapter Financial Services Lead and works across the full design lifecycle to embed human‑centred design early in product development.

Key responsibilities

• Design friction‑free, end‑to‑end services that drive customer uptake and lift experience.
• Own and improve the seams between channels where experiences often break.
• Work across Discover, Design, Validate, Measure and Improve phases.
• Collaborate with cross‑functional teams to align processes, operations and technology with service design goals.
• Ensure a consistent, seamless experience across all touchpoints – apps, portals, USSD, call centres, agents and retail partners.

Required profile

• Strong understanding of human‑centred service design principles.
• Experience designing services for financial or telecom environments.
• Ability to work collaboratively across multiple disciplines and channels.
• Focus on delivering seamless customer journeys and reducing friction.

Required skills