Senior Manager - Service Design

Senior Manager – Service Design

It’s genuinely something special. You’ll be stepping into a newly emerging capability at Yorkshire Building Society – one where the foundations are in place, but the opportunity to shape, build and truly own the direction sits firmly with you.

If you’re someone who thrives on creating from scratch, can assess what great looks like, bring others with you, and build a clear, credible capability that delivers real impact – this is your role. You won’t just be part of the journey here; you’ll be defining it.

As Senior Manager – Service Design, you’ll lead the creation and maturity of a brand-new organisational capability focused on designing seamless, user‑centred, end‑to‑end services.

You’ll set the strategic direction for service design across the Society, establishing the frameworks, standards and ways of working that embed the discipline ’ll work closely with senior leaders across Customer, COO and Digital to ensure that service design becomes a recognised and influential driver of how we improve experiences for our members.

What You’ll be doing:

• You’ll take ownership of building and leading the service design capability – defining standards, governance and professional pathways, and creating a strong community of practice.
• You’ll lead design across complex, multi‑service programmes, applying user‑centred design methods to create better, more inclusive experiences across both digital and non‑digital channels.
• Working at a strategic level, you’ll influence decision‑making across the Society, ensuring service design is embedded into planning and transformation activity, and that outcomes are driven by real customer insight and evidence.
• Alongside this, you’ll manage budgets, resources and business cases for the function, ensuring it is sustainable, delivers measurable impact and continues to evolve.

You’ll bring deep expertise in service design, with a track record of delivering large‑scale, complex programmes and shaping outcomes at pace.

You’re a strong leader and influencer – someone who can build credibility, engage senior stakeholders, and bring people with you on the journey.

You’ll be comfortable defining frameworks, setting standards and introducing governance that enables high‑quality, consistent delivery, while still fostering creativity and innovation.

Importantly, you’re passionate about inclusive, accessible design and understand how to apply user‑centred principles at scale to deliver meaningful improvements.

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on‑target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self‑service benefits portal, where you can access a range of retail, hospitality and health discounts.