Service Design Lead

JOB TITLE: Service Design Lead

SALARY: The salary banding for this Leeds, Edinburgh & Manchester is £76,194 - £89,640 and for London is £90,440 - £106,400

LOCATION: Leeds, Edinburgh, Manchester & London

HOURS: 35 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.

About this opportunity

The services and propositions we design are integral to our customers’ lives, and this role focuses on their entire experience – at every life stage, across all touchpoints.

We’re looking for someone to lead the way in creating seamless digital experiences for our customers, to build advocacy and advance the practice of Experience Design across the Group. It’s an amazing opportunity to shape the way we engage and build relationships with our customers, supporting them over time and getting them to the right solutions for their evolving needs.

You’ll be a leader in our team of designers, researchers and strategists from diverse backgrounds who work across all areas of the organisation.

What will I be doing?

• Take responsibility for shaping and implementing design strategy, including the ability to influence proposition and business teams.

• Work with research teams across the organisation to better understand the financial needs of differing customer segments and consider what their needs might be.

• Understand the connected nature of designing end to end customer experiences to help customers navigate our financial ecosystem.

• Understand the role of design thinking in the context of our business and engineering priorities and drive a holistic approach.

• Influence senior leaders to ensure customer value is central to decision-making, so that our new propositions are fit for purpose in deepening customer relationships.

• Influence our broader product development programme and transformation agenda to enable the overall experience design strategy.

• Demonstrate resilience and act as a role model for the advancement of experience design across the business.

• Offer leadership to a large team of multi-disciplinary designers to support decision-making, delivery and team culture.

• Establish a growth culture and build capabilities, both through the formal development of the team, and across the organisation through mentoring and other informal methods.

Why Lloyds Banking Group

From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.

What you’ll need

• Experience of inspiring and leading designers and customers

• Creativity and ensure customers are at the heart of our thinking

• Excellent leadership skills, think critically, build strong relationships, and be able to coach and develop a growing design team.

• Be comfortable in all aspects of strategic service design and end to end experience management – from needs definition, journey mapping and service patterns, to measuring journey performance, using evidence to influence decision making and storytelling.

• Love your craft and enjoy developing others across the business. Whether that’s advocating for Experience Design, defining new ways of working together more effectively, or helping evolve the craft.

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 underrepresented 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%

• 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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.