Service Design Architect

How you'll help us live our purpose

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

With a customer first mind-set, you'll 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'll 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'll 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'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.