Senior Service Designer

Leeds Building Society; Leeds; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working – 2 days per week in an

Annual bonus up to 12%

Matched pension contributions up to 10

26 days holiday plus bank holidays and

Holiday purchase scheme

Colleague Mortgage and Saver products

2 days volunteering per year

Job summary

Leeds Building Society is seeking a Senior Service Designer to help bring our Customer Experience strategy to life across mortgages, savings and support services. You’ll design inclusive, end-to-end services and evolve shared building blocks while working with insight, design, technology and operations to deliver seamless experiences across mobile, digital, contact centre and branch.

The role focuses on turning strategy into deliverable designs, facilitating workshops, and influencing senior

Qualifications

• Proven service designer experience on complex services with inclusive, accessible delivery.
• Strong ability to design end-to-end services and personas.
• Experience across digital, assisted and face-to-face channels.
• Ability to translate strategy into practical, deliverable designs.
• Experience facilitating workshops and influencing senior stakeholders.
• Familiarity with automation, AI or data-enabled services.

Responsibilities

• Design inclusive end-to-end services across channels.
• Turn CX strategy into practical, testable designs.
• Collaborate with insight, design, technology and operations to create seamless experiences across mobile, digital, contact centre and branch.

Skills

Service design

Inclusive design

End-to-end design

Stakeholder facilitation

Cross-channel design

Automation/AI awareness

Job description

How You'll Help Us Live Our Purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

How You'll Help Us Live Our Purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too – join our Customer Change & Business Readiness team as Senior Service Designer.

How You'll Make a Difference

You’ll help bring our Customer Experience strategy to life by designing simple, inclusive end-to-end services that balance member needs, colleague experience and operational realities.

Across mortgages, savings and support services, you'll turn CX strategy into practical, testable designs that improve outcomes, support colleagues and enable sustainable delivery. You'll design and evolve services and shared building blocks to keep them compliant, inclusive and effective, working across insight, design, technology and operations to create seamless experiences across mobile, digital, contact centre and branch.

What will you bring to the role?

• Proven Service Designer experience on complex services, with the ability to design inclusive, accessible and equitable services and identify and mitigate exclusion risks across end-to-end services.
• Strong capability in end-to-end service design, customer and colleague personas, service blueprints and systems thinking.
• Experience designing across digital, assisted and face-to-face channels.
• Ability to turn strategy into practical, deliverable designs.
• Confidence facilitating workshops, influencing senior stakeholders and using strong storytelling to communicate design intent clearly and credibly.
• Experience working with or alongside digital channels, contact centres, operations or branch networks.
• Familiarity with automation, AI or data-enabled services.

And in return, you'll get the best from us:

• Hybrid working – 2 days per week in the office
• Annual bonus of up to 12%
• Matched pension contributions up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme
• Colleague Mortgage and Saver products
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us?

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.