Senior Service Designer

Salary: £70,000 - 70,000 per year

Requirements:

• Expertise in Service Design across digital and customer-facing channels
• In-depth understanding of technology, how it interfaces with and constrains customer experiences, and how to innovate experience using novel technical or customer experience approaches
• Ability to make informed technology recommendations
• Experience of developing patterns, principles, and end-to-end service models
• Proven ability to shape enterprise service experiences rather than individual journeys
• 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 more junior team members in technical skills and strategic thinking
• Demonstrable experience in systems thinking, process design, blueprinting, and operating model alignment
• Credibility with senior leaders across Digital, Customer Services, and Technology
• Understanding of AI and how it can influence good services
• Knowledge of D365 is an advantage

Responsibilities:

• Work as part of our Service Design team across our customer-facing channels, including digital, telephony, and retail
• Contribute to strategic thinking across all customer channels and drive service innovation across the YBS group
• Develop standards, patterns, and principles for backstage operations
• Deliver service designs that keep customers and colleagues needs at the centre of our services
• Ensure our services are consistent across channels, robust, inclusive, FCA compliant, and support commercial targets and strategy
• Analyse backstage technology and processes to identify opportunities for automation, including RPA and Agentic AI
• Develop service design architecture components, including standards, patterns, principles, and end-to-end service models
• Provide hands-on guidance and feedback to more junior Service Designers
• Act as a positive role model and help ensure our teams work meets high standards of quality
• Contribute to a community of best practice for Service Design across YBS
• Drive uptake and engagement in service design thinking across the organisation

Technologies:

• Agentic AI
• AI
• Support
• RPA
• UX UI Design

More:

We are a friendly, enthusiastic, and supportive Experience Design team at YBS, working through an exciting transformation journey and offering the opportunity to make a real impact. This is a senior Service Designer role on a 12-month fixed-term contract, with hybrid working that combines remote work and some onsite presence in our central Leeds offices. We offer a strong benefits package that includes our pension scheme with up to 11% from us, an on-target bonus of 7% with the potential 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 an interest-free loan for an annual ticket, wellbeing resources and tools, and retail and leisure discounts.

last updated 30 week of 2026