Senior Service Designer (12-Month FTC)

lloyds banking group; Halifax; On-site; GBP 76,000 - 90,000; Full time

Job summary

A leading UK bank is seeking a Senior Service Designer to join its Colleague Channels Platform. This role involves defining and enhancing the user journeys that support both colleagues and customers. The candidate should have strong expertise in design thinking and collaboration within agile teams. The position offers a hybrid working model with a full-time commitment, and competitive salary ranging from £76,194 to £89,640. Join us to drive impactful design solutions in the financial services sector.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus scheme

Share schemes including free shares

Discounted shopping

30 days' holiday plus bank holidays

Wellbeing initiatives and generous parental leave policies

Qualifications

• Experience in a range of research and design methods including Design Thinking and Customer Journey Mapping.
• Ability to collaborate effectively with diverse teams.
• Proven track record of leading design initiatives.

Responsibilities

• Drive the strategic vision for the colleague channels platform.
• Facilitate workshops and discussions with stakeholders.
• Research and document current services and experiences.

Skills

Design Thinking

Customer Journey Mapping

Service Blueprinting

Contextual Enquiry

Stakeholder Interviews

Insight and Horizon Scanning

Persona and Archetype Development

Co-creation, Ideation and Storyboarding

Job description

End Date

Wednesday 17 December 2025

Salary Range

£76,194 - £89,640

Flexible Working Information

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

Lloyds Banking Group is the UK’s leading bank with over 30m customers and its biggest digital bank, with over 20 million active online customers. We’ve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.

We serve millions of customers every day, from individuals and families to large businesses and corporations. This means we’re well - placed to help Britain prosper by shaping the way we spend, save and borrow.

Job Description

JOB TITLE

Senior Service Designer (12-Month FTC)

LOCATION

Halifax or Leeds or Manchester

SALARY

£76,194 - £89,640

HOURS

Full-Time

DURATION

12-Month Fixed-Term Contract

WORKING PATTERN

Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.

About this opportunity

We’re looking for an experienced Service Designer to join our Colleague Channels Platform and lead an Experience Design squad. This is a unique opportunity to define and enhance the journeys in which support both colleagues and customers as we reimagine and evolve the end-to-end experience during this pivotal time.

We need someone who can work effectively with Product Owners, Customer Journey Managers, Researchers and fellow designers to take propositions from concept to reality.

Responsibilities

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
• Collaborating closely within the multidisciplinary team of designers, product owners and engineers.
• Driving the strategic vision for our colleague channels platform, facilitating collaboration across organisational boundaries. You will ensure that every decision is guided by colleague, customer, and market insight, shaping and enhancing propositions and services that deliver real value.
• Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
• Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
• Researching and documenting current state services and experiences, and prototyping future state services.
• Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
• 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.

Qualifications

Experience in a range of research and design methods, including at least some of the following, is critical:

• Design Thinking
• Customer Journey Mapping
• Service Blueprinting
• Contextual Enquiry
• Stakeholder Interviews
• Insight and Horizon Scanning
• Persona and Archetype Development
• Co-creation, Ideation and Storyboarding

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

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. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus scheme
• 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

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.