JOB TITLE: Service Designer (Customer Lifecycle Management)
SALARY: The salary banding for London is £70,929 - £78,810 and for outside of London it’s £59,500 - £66,500
LOCATION: London, Manchester, Bristol, Leeds, Chester or Edinburgh
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
We’re looking for a highly motivated, proactive and collaborative designer to support our Design Operations teams – which we call our Design Delivery Practice (DDP). Our mission is to create an environment that enables our design teams to flourish, amplifying Experience Design’s value and impact at scale.
Sitting within the central Design Delivery Practice, you’ll play a key part in supporting the implementation of customer journey management practice across teams – which we call Customer Lifecycle Management (CLM) here at Lloyds Banking Group. CLM is our strategic approach to designing, managing, measuring and optimising end-to-end customer and colleague experiences.
You’ll get to work on different projects across teams; from advancing our Design practice, scaling CLM across the organisation, to helping shape reusable service patterns.
You’ll work with multidisciplinary teams and diverse stakeholders across the business, help shape ways of working and support the design community.
What will I be doing?
Shape and maintain the Customer Journey Atlas as part of CLM practice.
Help standardise and scale adoption of CLM framework, governance and standard methodology.
Shape and implement design frameworks, tools and processes that elevate Design practices.
Run collaborative workshops, connecting dots across the organisation to drive alignment.
Maintain and visualise roadmaps and backlogs across DDP initiatives.
Help to connect teams, surface blockers, and enable knowledge flow.
Support onboarding and engagement activities for new joiners and community members.
Contribute to the development and maintenance of playbooks, templates, and tooling.
Why Lloyds Banking Group
We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.
What you’ll need
Experience in Service Design, CX or Customer Journey Management.
Experience in end-to-end journey mapping, service blueprinting, customer journey frameworks, and human-centred design methods.
Experience in workshop facilitation, with strong written and verbal communication skills.
Calm resilience under pressure with the ability to bring structure in ambiguous, fast-moving environments
Project management experience with strong organisational and coordination skills.
Familiarity with agile delivery and design ways of working.
Strong ability with tools such as Jira, Figma, Excel, SharePoint, Power App and Power BI.
Ability to work across multiple teams and manage competing priorities.
Desirable Skills
Exposure to design operations or design tooling.
Experience in financial services or regulated environments.
Awareness of inclusion and accessibility principles.
For Internal colleagues, please contact Aki Sirawongprasert for more information.
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.
