Service Designer

Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Service Designer

• You’ll be at the heart of transforming how we understand and solve customer problems, using service design to create meaningful, human‑centred change across our products and services
• Managing and delivering service design for small to medium scale project, so outputs align with project objectives and business goals, while contributing larger project and programme plans
• Collaborating with multidisciplinary teams, you’ll effectively communicate decisions to colleagues and project stakeholders, so standards are continuously met and refined

What you’ll do

As our Service Designer, you’ll execute clearly defined service design tasks to secure delivery within scope, timescales, and established guidelines. You’ll take charge of effectively balancing user needs, business goals and technical constraints. The decisions you make will guarantee that our project-level service design stays informed by insights and produces user-centred and inclusive outputs. Partnering with colleagues from other disciplines, you’ll clarify and agree project objectives so you can work collaboratively to deliver high-quality service outcomes.

As you do so, you’ll adhere to guidelines and regulations, and contribute to the improvement of standards so accessibility and inclusion are consistently achieved. You’ll balance systems thinking and innovation with organisational and delivery constraints to create solutions that are both practical and future‑focused.

You’ll be:

• Making sure service designs provide a clear, complete and aligned understanding of the end-to-end user experience across all channels, and how that experience is delivered
• Communicating service design decisions and rationale across project teams and wider stakeholders
• Acting as a key point of contact for project stakeholders to manage expectations, deepen understanding and influence decision-making
• Sharing progress transparently while managing risks, resolving conflicts and addressing alignment issues within your defined authority, escalating when needed
• Sharing best practices, supporting colleagues through constructive feedback, and actively participating in learning and development to strengthen service design skills and domain expertise

The skills you'll need

Our bank is focused on delivering seamless and accessible services. You’ll contribute to this mission by bringing a strong understanding of user-centred design. You’ll need a solid grasp of service design and how it integrates with other design disciplines. Working knowledge of accessible and inclusive design principles is also crucial to this role.

You’ll bring a portfolio demonstrating effective service design across multiple touchpoints and channels that delivers high-quality outcomes. We need to know you can translate user and business needs into robust, research‑based service design artefacts that drive meaningful improvements.

You’ll also bring:

• Experience delivering service design projects at pace within Agile delivery environments
• Strong skills in design thinking, data analysis, journey mapping and facilitation
• Experience collaborating within multidisciplinary teams, including researchers, designers, developers and product managers
• Clear, confident communication skills with the ability to present work and rationale in a way that informs, engages and influences stakeholders