Senior Service Designer

Leeds Building Society; Holbeck; Hybrid; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Annual bonus up to 12%

Hybrid working

Matched pension contributions up to 10

26 days holiday + bank holidays

Holiday purchase scheme

Colleague mortgage and saver products

Two volunteering days per year

Job summary

Leeds Building Society is seeking a Senior Service Designer within our Customer Change & Business Readiness team. You will design end-to-end, inclusive services across mortgages, savings and support, balancing member needs with operational realities.

You'll collaborate with insight, design, technology and operations to deliver seamless experiences across mobile, digital, contact centre and branch channels.

Qualifications

• Experience designing end-to-end services across multiple channels (digital, assisted, face-to-face).
• Ability to put member and user needs at heart while balancing business and regulatory requirements.
• Translate insights into practical, testable service improvements.
• Experience working with digital, contact centre, and branch environments.

Responsibilities

• Design inclusive end-to-end services balancing member needs with operational realities.
• Turn Customer Experience strategy into practical service designs for mortgages, savings, and support.
• Evolve services and building blocks to stay compliant and effective.
• Collaborate across insight, design, technology and operations for seamless omni-channel experiences.
• Develop improvements that enhance outcomes and enable sustainable delivery.

Skills

End-to-end service design

Human-centered mindset

Translate customer insight

Cross-channel service design

Automation / AI familiarity

Ambiguity navigation

Communication & stakeholder buy-in

Tools

AI

Support

Mobile

UX/UI Design

Embedded

Job description

Salary: £55,000 - 55,000 per year

Requirements

• Proven end-to-end service design experience, including designing and improving inclusive, accessible and equitable services across customers, colleagues, processes, policy, technology and channels; experience goes beyond UX/UI or a single channel and includes personas, service blueprints and systems thinking.
• A human-centred mindset, with the ability to put member, colleague and user needs at the heart of decisions while balancing business, operational and regulatory requirements; curiosity, empathy and advocacy.
• Ability to translate customer insight and strategy into practical, testable and implementable improvements that drive meaningful change.
• Experience designing services across digital, assisted and face-to-face channels, ideally including mobile, contact centres, operations or branch networks.
• Familiarity with automation, AI or data-enabled services.
• Ability to navigate ambiguity and complexity and bring clarity, structure and direction.
• Strong communication and relationship-building skills, with the ability to bring people together, gain stakeholder buy-in and explain ideas clearly and engagingly.

Responsibilities

• Design simple, inclusive end-to-end services that balance member needs, colleague experience and operational realities.
• Bring our Customer Experience strategy to life by turning it into practical, testable service designs across mortgages, savings and support services.
• Design and evolve services and shared building blocks so they remain compliant, inclusive and effective.
• Work across insight, design, technology and operations to create seamless experiences across mobile, digital, contact centre and branch channels.
• Develop improvements that enhance outcomes, support colleagues and enable sustainable delivery.

Technologies

• AI
• Support
• Mobile
• UX UI Design
• Embedded

More

We have helped our members save for their future and buy their own homes since 1875. As a Senior Service Designer in our Customer Change & Business Readiness team, youll contribute to our purpose of putting home ownership within reach of more people, generation after generation. We offer hybrid working with two days per week in the office, an annual bonus of up to 12%, matched pension contributions up to 10%, 26 days of holiday plus bank holidays and a holiday purchase scheme, colleague mortgage and saver products, and two volunteering days per year. We support colleagues to learn, develop and build meaningful careers. Our people are at the heart of our business, and we hold Inclusive Employers Gold accreditation. We are committed to equal opportunities and to creating a representative, inclusive workplace and a purpose-focused culture.

last updated 40 week of 2026