Service Designer - 6 Month FTC

JOB TITLE:  Service Designer – 6 Month FTC  

SALARY: £72,202 - £80,780 

LOCATION: London 

HOURS: Full-time 

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.  

What you’ll be doing 

As a Service Designer, you’ll shape experiences that help customers manage their banking services easily and securely, with minimal friction. 

As a member of a cross-functional group in the Customer Details Management Lab, you will concentrate on journeys in the settings area. These include updating addresses, viewing or modifying personal details, and submitting tax information. 

You’ll also be part of our wider design community, including the Service Design Community of Practice, where you can share learnings and develop your craft. 

Responsibilities 

Experience Strategy & Vision: Support the Team Design Lead in shaping the end to end experience strategy, ensuring alignment with platform goals and customer needs. Bring insight into industry and technology trends. 

Design Methodology: Apply our design standards and risk controls, and use strong storytelling to communicate your approach. 

Customer Understanding: Work with researchers and analysts to uncover customer needs, behaviours, and difficulties, translating insight into design opportunities. 

Journeys & Blueprints: Map customer interactions across touchpoints to identify friction and areas for improvement. 

Facilitation: Use workshop techniques to support productive collaboration and help maintain momentum across design discussions. 

Collaborator Engagement: Partner with product owners, design colleagues, and other collaborators to ensure solutions meet customer and business needs. 

Measurement: Define important metrics and collaborate with partners to evaluate experience performance.  

Why join us? 

Join us and, give us your best and we’ll give you ours. Here, you’ll make a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, amazing workspaces, hybrid working and huge career opportunities - you’ll find them all here. 

What we’re looking for? 

Motivation & Innovation: A proactive, motivated approach, with a desire to drive continuous improvement. 

Collaboration: A genuine great teammate who works openly, shares early, and thrives in a multi‑disciplinary environment. 

Leadership: Confidence in leading design activities, guiding discussions, and bringing clarity to complex or ambiguous work. 

Creativity: Demonstrated creative thinking, with the capacity to rethink current journeys and encourage an innovative team atmosphere. 

Critical Thinking: Experience developing strategic design direction and helping define what Customer Details Management should become. 

Relationship Building: Strong relationship‑building skills and credibility with senior collaborators, with the confidence to challenge constructively. 

Resilience: Remaining composed during stressful situations and having the foresight to identify risks and adapt to changing priorities. 

Communication: Strong communication skills, able to engage senior, technical, and non‑technical audiences. Experience with research and design thinking. 

And any experience of these would be great 

Some experience of working in a regulated financial services environment would be helpful, but it’s not essential. 

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply. 

This is a place for you: 

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.  

 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.  

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.  

 We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.  

We also offer a wide-ranging benefits package, which includes: 

• A generous pension contribution of up to 15% 

• An annual performance-related bonus 

• Share schemes including free shares 

• Benefits you can adapt to your lifestyle, such as discounted shopping 

• 30 days’ holiday, with bank holidays on top 

• A range of wellbeing initiatives and generous parental leave policies 

Ready for a career where you’ll learn and thrive? Apply today and find out more.