Lead Service Designer - 12-Month FTC

Lloyds Banking Group; Greater London; On-site; GBP 90,000 - 106,000; Full time

Benefits offered by this job

Hybrid Working

Job Share

Job summary

Lloyds Banking Group in London is seeking a Lead Service Designer on a 12-month fixed-term contract to drive seamless digital experiences for customers. You will lead a multidisciplinary team of designers, researchers and strategists, applying design thinking and evidence-based methods across the organisation.

You will mentor others, work in agile squads, and help evolve ways of working to advance service design principles while balancing business and customer needs in a hybrid environment.

Responsibilities

• Leading agile teams to uncover priorities, visualise outcomes, and define scope.
• Facilitating workshops with internal customers, ensuring business context, needs and risks are understood.
• Communicating with colleagues to manage expectations and incorporate multiple perspectives when defining solutions.
• Documenting current-state services and experiences and communicating future-state services.
• Mentoring and coaching others to develop design capability across the business.
• Collaborating with designers, product owners and engineers to embed design principles.

Job description

End Date: Monday 19 October 2026

Salary Range: £90,440 - £106,400

We support flexible working

Flexible Working Options: Hybrid Working, Job Share

Job Description

JOB TITLE: Lead Service Designer - 12 Month FTC

SALARY: £92,701 - £109,060

LOCATION: London

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

What you'll be doing

We're looking for someone to lead the way in creating seamless digital experiences for our customers, to build advocacy and advance the practice of Service Design across the Group.

As a Lead Service Designer, you'll work within our team of designers, researchers and strategists from diverse backgrounds who work across all areas of the organisation.

You’ll be comfortable in all aspects of service design - from needs definition, journey mapping, blueprinting and storytelling to facilitating workshops and being the subject matter expert in design thinking methods, using evidence to influence internal customers.

You’ll love your craft and enjoy developing others across the business. 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 also be:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
• Facilitating workshops and discussions with internal customers, making sure the business context, needs and risks are properly understood, and that key decisions are well informed.
• Communicating with colleagues and internal customers to manage expectations and incorporate multiple perspectives when defining solutions.
• Researching and documenting current - state services and experiences and communicate future - state services.
• Leading others to make good design decisions, bring the user perspective to the front and challenge the validity of constraints.
• Taking ownership for your own and others' development and help them to succeed through coaching and mentoring.
• Collaborating closely with other designers, product owners, and engineers.
• Being 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?

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?

You’ll be a highly - motivated, proactive and driven approach to achieving individual and collective goals couples with the ability to cultivate an environment that encourages innovation and continuous improvement.

You’ll have strong relationship building skills, who can use empathy to find opportunities to bring people together and will be credible when dealing with senior audiences; with the confidence to provide a healthy challenge where appropriate.

Additionally you’ll have a calm and resilient approach when under pressure, and the ability to proactively identify new or potential risks and respond to emerging priorities.

An innovative approach to problem solving, and the skill to bring others on the journey with them and encourage their input.

Exceptional communication skills and prowess in effectively communicating ideas, issues, and implications to senior, technical and non - technical audiences.

Experience in research methods to inform design choices.

Highly experienced in 'design thinking' methods and being able to facilitate with confidence.

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 neurodiver