Skip to main content

This job has expired

Lead Service Designer

Lloyds Banking Group
London, United Kingdom
Closing date
31 May 2024

View more

Job Details

End Date
Thursday 30 May 2024

Salary Range
£85,255 - £100,300

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

Flexible Working Options
Hybrid Working

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.

To help us succeed in our mission, we foster a culture in which we trust each other, embrace our differences and act boldly. These principles are at the heart of everything we do. They influence how we communicate with each other and our customers, across all channels and products.

Job Description

JOB TITLE: Senior Service Designer

SALARY: £85,000 - £100,000
HOURS: Full Time

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

We’re looking for an experienced Service Designer to join our Conversational Banking lab and lead the Experience design squad. This is a unique opportunity to define and enhance the journeys in which we engage and build relationships with our business customers, while supporting them with the right products, tools and services to meet their needs.

The services we design are crucial to supporting our customers to get the most from their online and mobile banking. It's a pivotal time as we relook at how we evolve the experience. We need someone who can work effectively with product owners, business analysts, behavioural scientists and fellow designers to take propositions from concept to reality.

As a Lead Service Designer, your role will include:
  • Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
  • Collaborating closely within the multidisciplinary team of designers, product owners and engineers.
  • Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.
  • Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
  • Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
  • Researching and documenting current state services and experiences, and prototyping future state services.
  • Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
  • Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
  • Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service and customer journeys.

Experience in a range of research and design methods, including at least some of the following, is critical:
  • Contextual enquiry
  • Interviews
  • Diary studies
  • Questionnaire design
  • Customer journey mapping
  • Service blueprinting
  • Creative workshop facilitation
  • Storyboarding
  • Service safari
  • Persona development
  • Co-creation
  • Paper prototyping

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%
  • An annual bonus award, subject to Group performance
  • 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.


We’re creating an organisation that attracts, retains and develops the best talent in the industry, and one that openly embraces diversity too. But more than that – we want to be a great place to work. We invest in our people, offering the best training and coaching, and by encouraging them to contribute to our leading corporate and social responsibility practices. We offer flexible working hours and days, under our Work Options scheme. This means that you can have a challenging and rewarding career, and still have an ideal work/life balance.

Flexible working is at the heart of our strategy. We’re re-imagining where, when, and how our people work, with new approaches designed to meet the ever-changing needs of customers and colleagues. These include increasing our use of remote-working tools and technology, as well as placing less reliance on a 9-to-5 mindset. For many of our office-based colleagues, we work in hybrid ways which involves spending at least two days per week or 40% of their time at one of our office sites.

View our Top Employer profile

Company info

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert