Service Architect

About the role

We've been helping our members save for their future and buy their own home since 1875. Join us and you will play a big role in helping us bring home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do, and you can play your part too – join our Customer Change & Business Readiness team as Service Architect.

You will develop and apply service design architecture components, including standards, patterns, principles and end-to-end service models, to bring the Society's customer and colleague experience ambition to life. You will ensure services are consistent, coherent and human-centred, and inclusive, accessible and equitable by design for a diverse customer base. Working above individual journeys, you will define and orchestrate service design frameworks and artefacts that enable Service Designers to create services that are simple, personal and human, while remaining operationally viable, compliant and sustainable.

• Significant experience in service design, CX design or experience architecture in complex organisations.
• Proven ability to shape enterprise service experiences rather than individual journeys.
• Strong capability in systems thinking, service blueprinting, operating model alignment and process design.
• Experience assuring design standards and governance at scale.
• Credibility with senior leaders across CX, Technology, Operations and Risk.
• Familiarity with enterprise architecture, business architecture or operating model design.
• Experience embedding behavioural insight into service and operating model design.

• Hybrid working – 2 days per week in the office
• Annual bonus of up to 12%
• Matched pension contributions up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme
• Colleague Mortgage and Saver products
• 2 days volunteering per year

We are committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.