Service Design Lead - FTC

End Date Monday 21 September 2026 Salary Range £92,701 - £109,060 We support flexible working –  for more information on flexible working options Flexible Working Options Hybrid Working, Job Share

JOB TITLE:

Service Design Lead (12 Month FTC/Secondment)

LOCATION:

London

Salary: £92,701 - £109,060

HOURS:

Full-Time

WORKING PATTERN:
Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.

As a Service Design Lead, you’ll be creating seamless digital experiences for our customers, to build advocacy and advance the practice of Service Design across the Group. You’ll be a people leader and a subject matter expert in design thinking methods, using evidence-based design to influence collaborators and deliver outcomes for customers and the business. You’ll also enjoy getting into the work - contributing to all aspects of service and digital product design – from needs definition, journey mapping, blueprinting and storytelling to working in Figma to deliver quality interfaces.

You’ll love your craft and enjoy developing others. Whether that’s advocating for Experience Design with others, to defining new ways of working together more effectively or helping evolve the design craft. As a Service Design Lead, it's be your role to:
Work effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and deliver epics and features. Lead a design squad owning relationships with Senior and Lab Product owners. Provide thought leadership with respect to the Experience Design crafts. Facilitate workshops and discussions with internal customers, making sure the business context, needs and risks are properly understood, and that key decisions are well informed.

Communicating with colleagues and internal customers to manage expectations and incorporate multiple perspectives when defining solutions. Research and documenting current-state services and experiences and communicate future-state of services. Lead others to make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints. Take ownership for your own and others’ development and help them to succeed through coaching and mentoring.

Collaborate closely with other designers, product owners, and engineers.

• Ideally, at least 7-9 years of relevant experience design experience as an individual contributor/lead designer.
• Approximately 2-3 years or more experience as a people leader, with responsibilities in hiring, people development, performance management and design management.
• A portfolio of work that evidence skilful application of design methods and procedures that led to experience and behaviour changes that delivered outcomes business and customers.
• A passion and interest for designing financial services and user experiences.
• You'll ideally have
• An innovative approach to problem solving, and the skill to bring others on the journey with them and encourage their input.
• Exceptional communication skills and prowess in effectively communicating ideas, issues, and implications to senior, technical and non - technical audiences.
• A strong practice of service design and digital product design – that is grounded in data and research.

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…