Service Designer Financial Wellbeing (12 Month FTC/Secondment)

Lloyds Banking Group; City of Westminster; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading financial services organization in England is looking for a visionary Service Designer to enhance digital experiences for customers. In this role, you will work collaboratively within agile teams, utilizing your strong design skills and strategic innovation capabilities. The ideal candidate will possess exceptional communication skills and a proactive approach to problem solving. This position not only emphasizes relationship building but also aims to make a significant difference in the lives of customers in financial difficulty.

Benefits

Generous pension contribution up to 15%

Annual performance-related bonus

Share schemes including free shares

Adaptable lifestyle benefits

30 days' holiday plus bank holidays

Generous parental leave policies

Qualifications

• Experience with strategic foresight techniques and design thinking methods.
• Ability to translate ideas into tangible artefacts, from concepts to prototypes.
• Calmness and resilience under pressure, proactively identifying risks.

Responsibilities

• Work as part of agile teams to uncover priorities and define scope.
• Shape initiatives based on customer insights and market understanding.
• Communicate with colleagues and stakeholders to manage expectations.

Skills

Visual design skills

Strategic innovation capability

Relationship building skills

Strong communication skills

Experience with trend research

Tools

Generative AI tools

Job description

About the Role

Why Lloyds Banking Group From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.

We're looking for a visionary Service Designer to collaborate in creating seamless digital experiences for our customers, building advocacy and advancing the practice of Service Design across the Group. You'll love your craft and enjoy sharing your knowledge with others. Whether that's advocating for Service Design with product teams, defining new ways of working together more effectively or helping evolve the craft. Our Financial Wellbeing team crafts human‑centred end‑to‑end experiences for all customers in financial difficulty. Using behavioural insights and behavioural design, we place empathy and the human experience at the heart of all we do. Across human and digital channels, we support our customers in their moments of need. With our work we aim to transform moments of worry into moments of hope to help them back on their feet. This non‑aspirational experience context often differs from other parts of financial services and the ideal candidate will have desired experience with health, mental health, behavioural design or similar. If you want to make a difference to the lives of vulnerable customers, why not apply? Find out more about what we're looking for.

Responsibilities

• Work effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
• Shape critical initiatives ensuring we're led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Attend workshops and discussions with stakeholders, making sure the business context, needs and risks are properly understood, and that key decisions are well informed.
• Communicate with colleagues and customers to manage expectations and incorporate multiple perspectives when defining solutions.
• Support the research and document current and future state services.
• Make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints.
• Collaborate closely with other designers, product owners, and engineers.
• Be 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

• Strong visual design skills to translate ideas into tangible artefacts - from concepts to prototypes (experience with generative AI tools is a plus).
• Strategic innovation capability - combining creative vision with analytical thinking to identify and shape opportunities.
• Be highly motivated, proactive, and have a driven approach to achieving individual and collective goals coupled with the ability to help cultivate an environment that encourages innovation and continuous improvement.
• Strong relationship building skills and an innovative approach to problem solving and will be credible when dealing with senior audiences; with the confidence to provide a healthy challenge where appropriate.
• You'll also possess calmness and resilience when under pressure, and the ability to proactively identify new or potential risks and respond to emerging priorities.
• Strong communication skills; effective in communicating ideas, issues, and implications to senior, technical and non‑technical audiences and will have experience in research and design thinking methods.
• Experience with trend research, signal observation and strategic foresight methodologies.
• Experience in applying strategic foresight techniques, innovation frameworks and 'design thinking' methods.

Diversity & Inclusion

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 underrepresented 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:

Benefits

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

Why Join Us

Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey. 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 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.