Senior Service Designer - Onboarding & CX

Legal & General; England; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

bonus plan

Generous pension contribution

Life assurance

Healthcare plan

27+ days holiday (plus holidays)

Electric car salary sacrifice

Discounts

Net-zero carbon offices

Job summary

Legal & General is seeking an experienced Service Designer to shape the end-to-end onboarding experience for institutional retirement clients. This newly created role within LGIR COO aims to establish service design across the division, linking client needs with product, operations, and technology to deliver coherent end-to-end services.

You’ll build service-design capability, measure services, and support teams to make evidence-led decisions.

Qualifications

• Proven experience designing complex end-to-end services.
• Strong knowledge of service-design and design-thinking methods.
• Experience connecting customer journeys with operational and technical delivery.
• Evidence of working effectively in a large or complex organisation.

Responsibilities

• Designing and evolving the end-to-end institutional client onboarding service.
• Connecting client needs with internal journeys, processes, operations and technology.
• Mapping service journeys, touchpoints, dependencies and areas of friction.
• Conducting customer research and testing services and propositions.
• Defining service measures and using evidence to prioritise improvements.
• Creating service blueprints, wireframes and prototypes to communicate ideas.
• Partnering with product managers and cross-functional teams to deliver change.
• Coaching teams in practical service-design and design-thinking approaches.

Skills

Service design

Design thinking

Stakeholder management

User research

Cross-functional collaboration

Tools

Figma

Job description

Legal & General is seeking an experienced Service Designer to shape the end-to-end onboarding experience for institutional retirement clients. This newly created role within LGIR COO aims to establish service design across the division, linking client needs with product, operations, and technology to deliver coherent end-to-end services.

You’ll build service-design capability, measure services, and support teams to make evidence-led decisions.