Service Design Lead

Salary: £70,000 - 70,000 per year

Requirements:

• Expertise in Service Design across digital and customer-facing channels
• Experience developing a Service Design capability and driving adoption in a complex organisation
• In-depth understanding of digital technology, how it interfaces with customer experiences, and how to innovate using novel technical or customer experience approaches
• Outstanding facilitation and influencing skills, including at C-suite level
• Deep understanding of inclusive design and how to deliver inclusively across the full service stack, including customer journeys, process, policy, and technology
• Proven track record of designing excellent services that deliver customer and commercial benefits
• Ability to coach the team in technical skills and strategic thinking
• Ability to work with ambiguous and complex information to deliver strong customer and business outcomes
• Ability to build capability in a team in these areas
• Broad understanding of AI and how it can influence good services
• Knowledge of MS365 is an advantage

Responsibilities:

• Lead and manage the Service Design Team across our customer-facing channels, including digital, telephony, and retail
• Set the direction for the team so we contribute to strategic thinking across all customer channels and drive service innovation across the group
• Lead the service design capability with a primary focus on the front stage across all channels
• Ensure customer needs are at the centre of our services and that services are consistent, robust, inclusive, FCA compliant, and aligned to commercial targets and strategy
• Develop our emerging Service Design capability to support the transformation programme and wider group strategy
• Provide guidance and feedback to maintain high standards of quality
• Support Service Designers in influencing strategic decisions across services and journeys
• Act as the point of escalation for disputes between stakeholders that the team cannot resolve
• Lead and embed a community of best practice for Service Design across the organisation
• Drive uptake and engagement in service design thinking across YBS
• Manage the demand pipeline using effective resourcing strategies and stakeholder engagement
• Work collaboratively to advocate for the customer and deliver great services

Technologies:

• AI
• Support

More:

We are a friendly, enthusiastic, and supportive Experience Design team at a pivotal point in our transformation journey. This is a hybrid role with remote working and some onsite presence in our central Leeds offices. It is a fixed-term contract for 12 months, offering the opportunity to shape direction, drive improvements, and make a real impact. We also offer a wide range of benefits, including a pension scheme with up to 11% from us, an on-target bonus of 7% with the opportunity to earn up to 15%, access to brilliant health benefits, life assurance at 6 times your salary, 25 days holiday with the option to buy more, cycle-to-work or interest-free annual ticket loan, wellbeing resources and tools, and retail and leisure discounts.

last updated 31 week of 2026