Service Design Architect

Salary: £70,000 - 70,000 per year

Requirements:

• Significant experience in service design, CX design, or experience architecture in complex organisations.
• Proven ability to shape enterprise service experiences rather than individual journeys.
• Strong capability in systems thinking, service blueprinting, operating model alignment, and process design.
• Experience assuring design standards and governance at scale.
• Credibility with senior leaders across CX, Technology, Operations, and Risk.
• Familiarity with enterprise architecture, business architecture, or operating model design.
• Experience embedding behavioural insight into service and operating model design.

Responsibilities:

• Develop and apply service design architecture components, including standards, patterns, principles, and end-to-end service models.
• Bring our customer and colleague experience ambition to life through service design.
• Ensure our services are consistent, coherent, human-centred, inclusive, accessible, and equitable by design for a diverse customer base.
• Define and orchestrate service design frameworks and artefacts that enable Service Designers to create simple, personal, and human services.
• Ensure our services remain operationally viable, compliant, and sustainable.

Technologies:

• Architect
• Embedded
• Support

More:

We have been helping our members save for their future and buy their own home since 1875, and our purpose is to put home ownership within reach of more people, generation after generation. You will join our Customer Change & Business Readiness team as a Service Architect within a truly purpose-focused culture. We offer hybrid working with 2 days per week in the office, an annual bonus of up to 12%, matched pension contributions up to 10%, 26 days holiday plus bank holidays and a holiday purchase scheme, colleague mortgage and saver products, and 2 days of volunteering per year. Our business is centred around our people, and we are proud of our Inclusive Employers Gold accreditation and our commitment to equal opportunities and creating a workplace representative of the communities we serve.

last updated 36 week of 2026