Service Designer

Legal & General (L&G) is a leading UK financial services group and major global investor.

We've been safeguarding people's financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.

Legal & General (L&G) is a leading UK financial services group and major global investor.

We've been safeguarding people's financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.

We're looking for an experienced Service Designer to help shape the end-to-end onboarding experience for our institutional retirement clients.

This is a newly created role within LGIR COO and an opportunity to establish service design in an area undergoing significant transformation. You'll look beyond individual screens or isolated processes, joining the connections between client needs, internal operations, product and technology to create services that work coherently from beginning to end.

Onboarding will be your initial focus, but the opportunity is broader. You'll help build practical service-design capability across the division, introduce meaningful ways to measure services and support teams to make better, evidence-led decisions.

You do not need a pensions or insurance background. What matters is credible service-design experience, sound judgement and the ability to influence across a complex organisation.

• 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…