Service Designer – Financial Services

About the role

Safaricom is seeking a Service Designer to shape friction‑free, end‑to‑end services for its Financial Services portfolio, including M‑PESA apps, USSD, call centres, agents and partner systems. Reporting to the Service Design Chapter Financial Services Lead, you will work across the full design lifecycle to ensure seamless customer journeys.

Key responsibilities

• Design end‑to‑end services and create service blueprints that map customer actions, front‑stage experiences and backstage operations.
• Ground design decisions in user research, service audits and quantitative data to identify pain points and constraints.
• Prototype and test service concepts with real users, iterating designs before they are built and scaled.
• Set up journey‑level experience measurement (e.g., jNPS, CES), interpret results and drive improvement actions.
• Collaborate with product, UI/UX, research, engineering, operations and partner teams, influencing stakeholders through clear storytelling and evidence.
• Deliver work to the Service Design standard and document each engagement as a case study.
• Champion human‑centred, inclusive design to ensure services work for all customers, including the underserved.

Required profile

• A degree in design, human‑centred design, business, technology, social sciences or equivalent practical experience.
• Experience in service design or a closely related discipline such as UX, UI, customer journey, design research, systems or business design.
• A portfolio demonstrating design thinking, problem solving and end‑to‑end service design work with measurable impact.
• Experience producing user experience deliverables such as journey maps, service blueprints, flows, wireframes or prototypes.
• Proven ability to work across multiple channels and collaborate within cross‑functional, multidisciplinary teams.
• Working understanding of human‑centred design, design thinking and inclusive, accessible design.