Service Designer

What you’ll be doing

As a Service Designer, you’ll shape experiences that help customers manage their banking services easily and securely, with minimal friction.

As a member of a cross-functional group in the Customer Details Management Lab, you will concentrate on journeys in the settings area. These include updating addresses, viewing or modifying personal details, and submitting tax information.

You’ll also be part of our wider design community, including the Service Design Community of Practice, where you can share learnings and develop your craft.

Responsibilities

Experience Strategy & Vision: Support the Team Design Lead in shaping the end to end experience strategy, ensuring alignment with platform goals and customer needs. Bring insight into industry and technology trends.

Design Methodology: Apply our design standards and risk controls, and use strong storytelling to communicate your approach.

Customer Understanding: Work with researchers and analysts to uncover customer needs, behaviours, and difficulties, translating insight into design opportunities.

Journeys & Blueprints: Map customer interactions across touchpoints to identify friction and areas for improvement.

Facilitation: Use workshop techniques to support productive collaboration and help maintain momentum across design discussions.

Collaborator Engagement: Partner with product owners, design colleagues, and other collaborators to ensure solutions meet customer and business needs.

Measurement: Define important metrics and collaborate with partners to evaluate experience performance.

Why join us?

Join us and, give us your best and we’ll give you ours. Here, you’ll make a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, amazing workspaces, hybrid working and huge career opportunities – you’ll find them all here.

What we’re looking for?

Motivation & Innovation: A proactive, motivated approach, with a desire to drive continuous improvement.

Collaboration: A genuine great teammate who works openly, shares early, and thrives in a multi‑disciplinary environment.

Leadership: Confidence in leading design activities, guiding discussions, and bringing clarity to complex or ambiguous work.

Creativity: Demonstrated creative thinking, with the capacity to rethink current journeys and encourage an innovative team atmosphere.

Critical Thinking: Experience developing strategic design direction and helping define what Customer Details Management should become.

Relationship Building: Strong relationship‑building skills and credibility with senior collaborators, with the confidence to challenge constructively.

Resilience: Remaining composed during stressful situations and having the foresight to identify risks and adapt to changing priorities.

Communication: Strong communication skills, able to engage senior, technical, and non‑technical audiences. Experience with research and design thinking.

And any experience of these would be great

Some experience of working in a regulated financial services environment would be helpful, but it’s not essential.