Senior Service Designer

Salary: £60,000 - 60,000 per year

Requirements:

• Proven experience designing end-to-end services across multiple channels
• Ability to look beyond a single touchpoint and understand wider impacts across a customer journey
• A self-starting approach and comfort working with ambiguity
• Ability to identify the right people, build relationships and navigate a large organisation
• A balanced view of customer, people and process needs
• Hands-on service design experience, with the role suited to someone ready for their next step up

Responsibilities:

• Explore important moments for customers and colleagues using data, insight and conversations with people doing the work
• Design future services end to end, considering upstream, downstream and cross-channel impacts
• Identify priorities and move initiatives through delivery and into continuous improvement
• Work across a varied portfolio, potentially including a mobile app, knowledge and communications, channel consistency, and major customer journeys
• Build relationships and influence decisions with colleagues, architects and senior leaders across our business

Technologies:

• Architect
• Support
• Mobile
• UX UI Design

More:

We are a well-established UK financial services organisation building our service design capability to support our Customer Experience strategy. We are shifting from improving individual channels to designing end-to-end services around the needs of customers and colleagues, and this role will help shape and prioritise that change, with input into long-term corporate planning. You will join a new service design group within our wider Customer Change and Business Readiness function, alongside a service architect and fellow senior service designers. We have two permanent vacancies based in Leeds, with hybrid working requiring two days a week in the office. The salary is up to £60,000, with an annual performance-related bonus of up to 12%, pension contributions and further benefits tailored to different life stages. Financial services experience and mastery of every service design tool are not required; we provide support to learn the sector, and techniques can be developed over time.

last updated 44 week of 2026