Service Designer

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

As Service Designer, you will focus on understanding and improving end-to-end services across core banking and payments journeys. This includes customer touchpoints, internal operational processes, supporting systems, and third-party dependencies. Your work will help teams see how services really function today, where friction or risk exists, and how we can design better future-state services that work for customers and for the business.

You’ll work closely with Operations, Product, Engineering, Payments, and Risk colleagues, using service design methods to bring clarity to complex problems. That might mean mapping a current-state service to expose bottlenecks, designing a future-state service blueprint, or helping teams align on how a change will land operationally. While you won’t be designing interfaces day to day, you’ll collaborate closely with product and design teams to ensure customer and operational experiences connect seamlessly.

• Experience designing complex services that span multiple teams, systems, and touchpoints.
• Ideally a strong understanding of banking or payments journeys and how operational processes work in practice.
• Confidence using service design tools such as journey maps and service blueprints to drive decision-making.
• The ability to translate complexity into clear, actionable insights.
• Experience working in regulated environments where accuracy and risk matter.
• A collaborative, pragmatic approach and a focus on making services work end to end.