Senior Service Designer – Hybrid, High-Impact & Inclusive

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

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.