JOB TITLE: Squad Lead / Service Designer (12-Month Secondment)
LOCATION: Bristol / Leeds / Manchester
GRADE: F
HOURS: Full-Time
DURATION: 12-Month Secondment
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office with occasional visits to other sites – e.g. Manchester, Halifax, Bristol, Edinburgh and London.
About this opportunity
We are working with our Agentic & AI Platform, helping define our approach to delivering core capabilities that be adopted by and scale across the Group. We’re looking for someone to help create seamless experiences for colleagues and customers, work closely with Product Owners & Engineering colleagues and foster a customer first mindset within the Platform.
You’ll love your craft and enjoy sharing your knowledge with others. Whether that’s advocating for Service Design with product teams, defining new ways of working or helping evolve your craft. You’ll have a broad understanding of other design crafts (Interaction, UX, Research, Content etc.), respect the input from other designers but be able to lead your design squad.
It’ll be your role to:
- Lead your design squad to deliver great colleague and customer experiences.
- Help Product Owners & Engineering colleagues establish a customer-first mindset.
- Influence Platform colleagues regarding the value of Design Thinking, Prototyping and Story Telling, ensuring they value the impact Experience Design can bring
- Work effectively and confidently as part of agile teams to help uncover priorities, map journeys, visualise outcomes, and define scope.
- Help shape the future of our Agentic & AI capabilities, ensuring they align to business need and are easily adoptable by our colleagues.
- Understanding the different personas involved - colleagues and customers - and identify the ‘jobs to be done’. Build Journey Maps, Service Blueprints and Customer Lifecycle Models as appropriate.
- Understand where Design Research, Design Analytics, Interaction Design, UX Design and Content Design can add value to our work and promote their inclusion.
- Make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints.
- Take ownership for your own development.
- Collaborate closely with other designers, product owners, and engineers.
- Be 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.
What you'll need
Solid experience as Service Designer, ideally in a large, complex organisation where you have worked closely with technology colleagues. You’ll be highly knowledgeable on a range of craft skill, including personas, service blueprints, customer journey maps, customer lifecycle management and storytelling.
You’ll have knowledge of Agentic AI, GenAI and related fields. You’ll understand the design challenges of delivering underlying capabilities that are used to deliver an array of customer-facing solutions.
We’re looking for someone who can work collaboratively as part of a design team and take full ownership of their design squad output. You'll be confident when presenting work to stakeholders.
We’re looking for someone with a highly motivated, proactive, and driven approach to achieving individual and collective goals coupled with the ability to help cultivate an environment that encourages innovation and continuous improvement.
You’ll have strong relationship building skills and an innovative approach to problem solving and will be credible when dealing with senior audiences; with the confidence to provide a healthy challenge where appropriate.
You’ll also possess calmness and resilience when under pressure, and the ability to proactively identify new or potential risks and respond to emerging priorities.
Additionally, you’ll have strong communication skills; effective in communicating ideas, issues, and implications to senior, technical and non - technical audiences and will have 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%
Annual performance-related bonus scheme
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 to start growing with purpose? Apply today and let’s create something extraordinary together!
