Senior Service Designer

Description This; Swindon; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Private medical insurance

Pension - competitive

Annual performance-related bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub

Paid volunteering

Job summary

Nationwide is seeking a Senior Service Designer to bring human-centred design into change delivery, ensuring initiatives are shaped around people who will adopt and embed them. You will work with Change Managers to translate insights into practical recommendations, influencing both solutions and implementation approaches.

In GCC, you’ll contribute to strategy and engagement across Customer Strategy, Marketing, Brand, Website, and Legal, Regulatory & Mandatory Communications, while supporting the

Qualifications

• Strong practical experience in service design, human-centred design or user-centred design within organisational change or employee experience.
• Demonstrable experience conducting user research and discovery to understand needs, behaviours and contexts.
• Experience with journey mapping, blueprints, and facilitating workshops to co-design solutions.

Responsibilities

• Bring a human-centred lens to changes delivered and understand impact on colleagues and customers.
• Collaborate with Change Managers and delivery teams to translate insights into practical recommendations and implementation plans.
• Use prototyping, testing and iterative design to validate future experiences and ways of working.

Skills

Service design

User research

Journey mapping

Facilitation

Prototyping

Testing

Organisational change

Business readiness

Tools

Workshop design

Job description

We’re looking for a passionate, proactive Senior Service Designer to bring human-centred design into the heart of change delivery, ensuring that change is shaped not only around what needs to be delivered, but also around the people who will ultimately adopt and embed it, whether colleagues or customers.

Working alongside Change Managers and delivery teams, you'll use service design methods to understand customer and colleague needs, experiences and environments, translating these insights into practical recommendations that influence both the solution and its implementation approach.

Through research, journey mapping, facilitation, prototyping and testing, you'll help create solutions that are intuitive, practical and grounded in real-world behaviours and experiences, improving business readiness, adoption and the likelihood of successful, sustainable outcomes.

This role sits within the Group Customer & Communications (GCC) Function. The function’s purpose is to understand our customers and create meaningful engagement opportunities, while delivering compelling experiences and communications. Customer Strategy, Marketing, Brand, Website, and Legal, Regulatory & Mandatory Communications all sit within GCC, alongside responsibility for our Social Impact agenda.

Working in GCC, you'll be part of a Change Team that ensures programme deliverables are aligned with wider integration and Society plans, drives progress through key milestones, mobilises resources, and brings project teams together behind shared goals, outcomes and delivery plans. This includes change activity owned by GCC to support the integration of the Nationwide and Virgin Money brands and customer propositions.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12-month secondment opportunity.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Swindon, London or Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Uncompromisingly Customer, whatever our role

The extras you'll get

• 25 days holiday, pro rata
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub - access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking - but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support .

What you’ll be doing

You’ll bring a human-centred lens to the changes we deliver, helping us understand what they will really mean for the colleagues expected to adopt them. One day you might be spending time with an operational team to understand how work happens today; another you could be mapping a future colleague or customer journey, facilitating a workshop or testing a proposed new process with the people who will actually use it.

You’ll work closely with our Change Managers, turning what you learn into practical decisions about how change should be designed and implemented. You’ll help uncover friction and unintended consequences before we reach implementation and shape the activities needed to make people genuinely ready for change - whether that means adapting the solution itself or influencing training, communications, engagement, processes or ways of working.

You’ll also help us build human-centred thinking more deeply into our Change capability. You won’t be expected to personally service-design every piece of change; you’ll introduce methods and tools that our wider team can use, coach colleagues in applying them and help us identify where deeper Service Design expertise will add the greatest value. And while your primary user will often be a colleague, you’ll keep sight of the connection between colleague and customer experience, ensuring the changes we make internally ultimately support better experiences and outcomes externally too.

About you

To be successful in this role, as a minimum, you will need:

Strong practical experience in service design, human-centred design or user-centred design, ideally within organisational change, employee experience, operational transformation or complex service environments.

Demonstrable experience conducting user research and discovery, selecting and applying appropriate methods to understand user needs, behaviours, pain points and the real-world contexts in which they operate.

Strong experience in journey and experience mapping, including current and future-state journeys, service blueprints, or similar techniques used to understand interactions across people, processes and technology.

Highly developed workshop design and facilitation skills, with experience bringing together diverse groups to explore complex problems, co-design solutions and develop a shared understanding.

Experience using prototyping, testing and iterative design approaches to validate future experiences or ways of working before implementation, incorporating user feedback into delivery.

Good understanding of organisational change and business readiness, including how colleague impacts, behaviours, communications, learning, leadership and operational readiness influence adoption and sustainable outcomes.

Ability to translate research findings and design insights into practical delivery recommendations, connecting human needs with programme requirements, processes, technology and implementation decisions.

Experience working effectively within multidisciplinary change or delivery teams, partnering with Change Managers, product and technology teams, operational colleagues, CX practitioners and subject matter experts to influence outcomes throughout the change lifecycle.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel – We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight – We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better – We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done – We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Job Info

• Job Identification 5348
• Apply Before 11/02/2026, 11:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB

The hiring manager for this role is Laura Cain, and the main recruitment contact is Sameena Rehman.

Interviews for this position are expected to take place from 16 th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Designer.