Service Designer, Lloyds
12-Month Fixed-Term Contract
£68.2-78.8k
+ A discretionary annual performance-related bonus & share schemes including free shares
More information about location
2 days a week in office
Retail and commercial bank
Posted today
Retail and commercial bank
1001+ employees
Posted today
£68.2-78.8k
+ A discretionary annual performance-related bonus & share schemes including free shares
More information about location
2 days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application process
- End Date: April 18, 2025
Salary benchmarks
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy – including for its handling of PPI complaints in 2015, and the 2009 European Commission ruling that forced it to part ways with TSB – but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
Of the company’s 26 million customers, over 18 million of them are online, making it the largest UK digital bank. As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its current technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
Recently, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on FinTech Action Labs (a FinTech accelerator programme) to bring its industry expertise to early-stage FinTechs. As well as investment in digital transformation and AI, the company is enhancing its wealth product and corporate banking offerings, as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive, not founder)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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