Service Designer

What you’ll be doing

The Service Designer shapes end-to-end services across people, process, technology, and data within a fast-moving innovation environment. Working from early discovery through MVP and scale, they help teams frame problems, design comprehensive service experiences, and make evidence-led decisions in ambiguous spaces. It’ll be your role to:

• Design-Led Discovery & Insight Sensemaking – Leads discovery, synthesises insights across customer, market, and data signals, and frames opportunities in low-information environments.
• End-to-End Service Architecture & Systems Thinking – Designs service blueprints and maps dependencies across journeys, operations, platforms, and teams.
• Decision Leadership & Experimentation – Applies hypothesis-led thinking, JTBD, and lightweight experimentation to guide product and service direction.
• Technical & Operational Awareness – Designs within platform, API, and legacy constraints while using AI/LLM tools responsibly to accelerate service design workflows.
• Co-Creation & Customer Facilitation – Brings together business, engineering, and customer perspectives to align desirability, feasibility, and viability.

About the team

The Group Innovation team sits within the GCOO organisation and focuses on turning bold ideas into real, scalable outcomes. Working in a fast-paced, startup-like environment, the team rapidly explores and validates new opportunities by testing customer desirability, business viability, and technical feasibility.

Through experimentation, design, and cross-functional collaboration, Group Innovation helps shape future propositions, unlock new growth areas, and bring modern concepts from idea to delivery.

Why join us?

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.

What we’re looking for?

• A minimum 5 years experience within Service Design
• Value proposition and business model design experience
• Operating model and service scaling experience
• Speculative / future-back design approaches
• Coaching and craft leadership within innovation teams
• Outcome-focused attitude using metrics and analytics

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies