Lloyds Bank

End Date

Thursday 17 April 2025

Salary Range

£68,202 - £75,780

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Lloyds Banking Group is the UK’s leading bank with over 30m customers and its biggest digital bank, with over 18 million active online customers. We’ve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.

We serve millions of customers every day, from individuals and families to large businesses and corporations. This means we’re well - placed to help Britain prosper by shaping the way we spend, save and borrow.

Job Description

JOB TITLE: Service Designer (12-Month FTC)

LOCATION: London

SALARY: £70,929 - £78,810

HOURS: Full Time

DURATION: 12-Months Fixed-Term Contract

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

About this opportunity

The Service Designer will be responsible for designing experiences that ensure customers can easily and securely use their banking services while minimising friction and frustration.

You’ll be working collaboratively as part of a multi-disciplinary team and will have the support of design organisations such as the Service Design Community of Practice where you can share learnings, network and much more.

Responsibilities

• Experience Strategy and Vision: Support the Team Design Lead in defining the end-to-end experience strategy for your area. Ensure it aligns with platform goals and customer needs. Stay updated on technology and competitor trends. Innovate new customer experiences.
• Design Methodology: Work within our design methodology and risk controls to ensure a consistent approach to design delivery. Use storytelling techniques to explain your design approach to key stakeholders.
• Customer Understanding: Collaborate with your design researcher (and design analyst if available) to ensure a full understanding of customer needs, behaviours, and pain points. Use these insights to define key design themes, challenges, and opportunities.
• Create Customer Journeys & Blueprints: Illustrate the interactions between customers and the service across various touchpoints to identify potential issues impacting the customer experience and opportunities for improvement.
• Facilitate Collaboration: Use a range of workshop techniques to support your design team and stakeholders in having productive conversations. Help your Team Design Lead keep those conversations moving over time.
• Stakeholder Engagement: Work closely with product owners, collaborate with design teams, and engage other relevant stakeholders to ensure your final designs align with business objectives and customer needs.
• Measurement & Evaluation: Identify the right metrics to evaluate the performance of our experiences. Work with stakeholders to track, assess, and contextualise performance.

What you'll need

• Motivation & Innovation: Highly motivated, proactive, and driven approach to achieving individual and collective goals. Ability to foster an environment that encourages innovation and continuous improvement.
• Relationship Building: Strong skills in building relationships and an innovative approach to problem-solving. Credible when dealing with senior audiences, with the confidence to provide a healthy challenge where appropriate.
• Resilience: Calmness and resilience under pressure. Ability to proactively identify new or potential risks and respond to emerging priorities.
• Communication: Strong communication skills; effective in communicating ideas, issues, and implications to senior, technical, and non-technical audiences. Experience in research and design thinking methods.

About working for us

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 it’s why we especially welcome applications from under-represented groups. 

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

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

• A generous pension contribution of up to 15%
• A discretionary 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 can have a positive impact as you learn, grow and thrive? Apply today and find out more!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.