Senior Service Designer

What you’ll be doing

We’re looking for an experienced Service Designer to join our Transport design team We’re looking for someone to help create seamless digital experiences for our customers, to build advocacy and advance the practice of Service Design across the Group.

You’ll love your craft and enjoy sharing your knowledge with others. Whether that’s advocating for Service Design with product teams, defining new ways of working together more effectively or helping evolve the craft. You’ll create engaging, readable, accessible content that gives our customers great digital experiences.

Work creatively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
Shape pivotal initiatives ensuring we’re led by colleague, customer and market insight when creating or enhancing our propositions and services.
Attend workshops and discussions with collaborators, making sure the business context, needs and risks are properly understood, and that key decisions are well informed.
Communicate with colleagues to manage expectations and incorporate multiple perspectives when defining solutions.
Support the research and document current and future state services.
Make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints.
Collaborate closely with other designers, customer journey managers, product owners, and engineers.
Be an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service, and customer journeys.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we’re looking for?

At least 5 years’ experience as a service designer.
Designs with a full end to end customer lifecycle perspective, considers not just individual interactions but how experiences connect from onboarding through to ongoing engagement and value over time.
Applies strong systems thinking to understand how products, processes, people and platforms connect, uses research, data and insights to design services that work cohesively across the wider ecosystem.
Remains calm and resilient under pressure, proactively identifies emerging risks and priorities, and applies an innovative approach to problem-solving.
Builds trusted relationships and credibility with senior stakeholders, confidently offering constructive challenge when appropriate.
Strong communication and storytelling skills, capable of influencing stakeholders, shaping strategic direction and building confidence in design-led approaches at all levels.
Highly collaborative, with a proactive approach to working within multidisciplinary teams across Design, Product, Engineering and Research.
Brings a motivated, proactive and results-focused approach to achieving individual and shared goals, while helping to foster innovation and continuous improvement across the team.

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 were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.​

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.​

​We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.​

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