Service/UX Designer

We’re looking for a Service and UX Designer to help shape seamless, user-centered experiences across both digital products and broader service ecosystems. This hybrid role combines service design focusing on people, processes, and touchpoints with UX design, which hones in on the interaction between users and digital interfaces. You’ll map end-to-end journeys, identify pain points, and design integrated solutions that align business goals with user needs.

You’ll also lead user research, create wireframes and prototypes, and iterate designs based on usability testing. Collaboration is key, as you’ll work cross-functionally with stakeholders to ensure every touchpoint—whether digital, physical, or human—is intuitive and effective. This is a great opportunity to influence how services are delivered and experienced at scale.

To be successful as a UX Designer, you should have experience with:

• Proven experience in both service design and UX design, with a portfolio demonstrating end-to-end journey mapping and interface design.
• Proficiency in design tools (e.g., Figma, Sketch, Adobe XD) and user research methodologies.
• Ability to collaborate across departments and communicate design decisions clearly to technical and non-technical stakeholders.
• Experience conducting usability testing and iterating based on feedback.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

Your role can be located from our Glasgow or London office.

Purpose of the role

To manage product development UX and set the strategic direction. Provide support to the bank’s senior management team, and to manage product development risk across the organisation.

Accountabilities

• Development of strategic direction for product development UX, including the implementation of up to date methodologies and processes.
• Management of product development UX initiatives, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.  .
• Relationship management of product development UX stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for product development UX.
• Management of product development UX risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s product development UX and compliance functions.  .
• Monitoring the financial performance of the product development UX department, including revenue, profitability, and cost control.
• Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.