Service Designer 

About the role

We’re looking for an experienced Service Designer to join Royal London’s Experience Design team. This role is within a well‑established, horizontally structured design team, where each designer specialises in a business area while collaborating as peers on shared strategy, standards, and ways of working.

This role is aligned to Workplace Pensions and our Regulatory team, giving you the opportunity to design services that support employers, advisers, and customers across complex, regulated journeys — with real scale and impact.

Internally, we refer to this role as Experience Design, but we’re keen to hear from candidates with a strong service design background, regardless of sector.

What you’ll be doing

As a Service Designer, you’ll work within multidisciplinary teams to design inclusive, customer‑centred services across multiple touchpoints, channels, and operational processes. You’ll:

• Lead and contribute to end‑to‑end service design across complex services
• Apply human‑centred design methodologies (e.g. Double Diamond, Triple Diamond) to shape future experiences
• Plan and conduct user research, synthesising insights into clear opportunities and design outcomes
• Create service design artefacts such as journey maps, service blueprints, personas, and prototypes
• Facilitate workshops and co‑design sessions with stakeholders across the business
• Communicate insights, concepts, and recommendations clearly to a wide range of audiences
• Collaborate with designers, delivery teams, product owners, and senior stakeholders
• Contribute to shared experience standards, frameworks, and strategy across Royal London
• Measure and evaluate the impact of design interventions to ensure good customer outcomes

What we’re looking for

We welcome applications from candidates across public sector, private sector, and third sector backgrounds. You don’t need prior financial services experience — but you will bring:

Essential

• Demonstrable experience in service design, with clear examples of applying service design principles in practice
• A strong understanding of service design and human‑centred design methodologies
• Experience planning and conducting qualitative user research
• Ability to synthesise complex insights and translate them into clear, actionable design outcomes
• Confidence communicating with and influencing stakeholders at different levels
• A collaborative mindset and strong alignment with Royal London’s values

Desirable

• Experience working across complex or regulated services
• Familiarity with tools such as FigJam, Miro, or Mural (or the adaptability to learn new tools quickly)
• Experience working within multidisciplinary or agile delivery environments