Senior Service Designer: Cross-Channel UX & Strategy

Service Designer Close Brothers Group London, UK

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity and promote inclusivity. Vacancies are available on a part-time, job-share or full-time basis because we know the best person for the job isn’t always available full-time. Our aim is to facilitate requests wherever possible and managers will consider requests on an individual basis.

Join the Close Brothers Technology Team where you will contribute to the design of cross-channel experiences that simplify complex processes and shape digital services that meet user needs and business goals.

Working as part of the Experience Strategy & Design team our ideal team member will have previous experience in leading the design of new and optimisation to existing digital services, both individually and as part of a team with excellent communication and stakeholder skills.

• Practice insight led design using user needs and business objectives to drive the development of new and existing services.
• Create service concepts illustrating optionality and different approaches that can be taken to deliver a service.
• Design intuitive and engaging digital products, simplifying complex scenarios and processes.
• Maintain focus on information architecture and user experience to ensure products meet user needs, are highly usable and accessible.
• Analyse user needs and business objectives in complex service areas.
• Use primary and secondary research to deepen Close Brothers understanding of their target audience.
• Provide coaching to business stakeholders and practitioners from other Centres of Excellence on Design Thinking and Service Design.
• Work in partnership with Risk, Legal and Compliance to deliver the best user experience whilst still meeting regulatory and legal requirements.

• Experience forming strategies and roadmaps for digital services.
• Experience documenting existing and defining future service blueprints and experience maps.
• Experience conducting user and channel research, and synthesising and communicating insight to stakeholders.
• Experience practicing UX techniques including concepting, wireframes, and creating design specifications.
• A high proficiency in analysing data and insight to drive targeted measurable improvements to digital services and channels.
• Experience applying user centred design methods and design frameworks (such as Google Sprint, Design Thinking, and WCAG) to design for complex problems.
• Skilled in use of design and prototyping software and remote testing tools such as Figma and Miro.

• Experience in Financial Services sector.
• Basic understanding of digital marketing practices and techniques.

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at or request a call back.

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

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