Senior Service Designer

Salary: £55,000 - 55,000 per year

Requirements:

• Proven end-to-end service design experience, including designing and improving inclusive, accessible and equitable services across customers, colleagues, processes, policy, technology and channels; experience goes beyond UX/UI or a single channel and includes personas, service blueprints and systems thinking.
• A human-centred mindset, with the ability to put member, colleague and user needs at the heart of decisions while balancing business, operational and regulatory requirements; curiosity, empathy and advocacy.
• Ability to translate customer insight and strategy into practical, testable and implementable improvements that drive meaningful change.
• Experience designing services across digital, assisted and face-to-face channels, ideally including mobile, contact centres, operations or branch networks.
• Familiarity with automation, AI or data-enabled services.
• Ability to navigate ambiguity and complexity and bring clarity, structure and direction.
• Strong communication and relationship-building skills, with the ability to bring people together, gain stakeholder buy-in and explain ideas clearly and engagingly.

Responsibilities:

• Design simple, inclusive end-to-end services that balance member needs, colleague experience and operational realities.
• Bring our Customer Experience strategy to life by turning it into practical, testable service designs across mortgages, savings and support services.
• Design and evolve services and shared building blocks so they remain compliant, inclusive and effective.
• Work across insight, design, technology and operations to create seamless experiences across mobile, digital, contact centre and branch channels.
• Develop improvements that enhance outcomes, support colleagues and enable sustainable delivery.

Technologies:

• AI
• Support
• Mobile
• UX UI Design
• Embedded

More:

We have helped our members save for their future and buy their own homes since 1875. As a Senior Service Designer in our Customer Change & Business Readiness team, youll contribute to our purpose of putting home ownership within reach of more people, generation after generation. We offer hybrid working with two days per week in the office, an annual bonus of up to 12%, matched pension contributions up to 10%, 26 days of holiday plus bank holidays and a holiday purchase scheme, colleague mortgage and saver products, and two volunteering days per year. We support colleagues to learn, develop and build meaningful careers. Our people are at the heart of our business, and we hold Inclusive Employers Gold accreditation. We are committed to equal opportunities and to creating a representative, inclusive workplace and a purpose-focused culture.

last updated 39 week of 2026