Senior Service Designer

How you'll help us live our purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too join our Customer Change & Business Readiness team as Senior Service Designer.

How you'll make a difference

You'll help bring our Customer Experience strategy to life by designing simple, inclusive end-to-end services that balance member needs, colleague experience and operational realities.

Across mortgages, savings and support services, you'll turn CX strategy into practical, testable designs that improve outcomes, support colleagues and enable sustainable delivery. You'll design and evolve services and shared building blocks to keep them compliant, inclusive and effective, working across insight, design, technology and operations to create seamless experiences across mobile, digital, contact centre and branch.

What will you bring to the role?

• End-to-end service design experience - Proven ability to understand, design and improve inclusive, accessible and equitable services across customers, colleagues, processes, policy, technology and channels. This extends beyond UX/UI or a single channel and includes the use of personas, service blueprints and systems thinking.
• Human-centred mindset Ability to put member, colleague and user needs at the heart of decision-making, while balancing business, operational and regulatory requirements. Bringining curiosity, empathy and advocacy, not only user research capability.
• Turning insight into change - Ability to translate customer insight and strategy into practical, testable and implementable improvements, moving beyond identifying problems to driving meaningful change.
• Multi-channel service design experience - Experience designing across digital, assisted and face-to-face channels, ideally including mobile, contact centres, operations or branch networks.
• Data-enabled service awareness - Familiarity with automation, AI or data-enabled services.
• Ability to navigate ambiguity and complexity - Comfortable working in uncertain or complex situations and bringing clarity, structure and direction.
• Influence and stakeholder leadership - Strong communication and relationship-building skills, with the ability to bring people together, gain buy-in from stakeholders, and confidently explain ideas in a clear and engaging way.

And in return, you'll get the best from us:

• Hybrid working 2 days per week in the office
• Annual bonus of up to 12%
• Matched pension contributions up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme
• Colleague Mortgage and Saver products
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us?

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023?Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

We're devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter so we can find out more about your skills and experience. We're committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us on .

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