Lead Product Designer

📍 Job Overview

Job Title: Lead Product Designer

Company: M&G plc

Location: Stirling, Scotland, United Kingdom

Job Type: Full-Time

Category: Product Design & User Experience (UX)

Date Posted: March 20, 2026

Experience Level: Manager Expert (Equivalent to 5-10 years)

Remote Status: Hybrid (2-3 days in office)

🚀 Role Summary

• Strategic Design Leadership: Drive the end-to-end digital design strategy and standards for omni-channel customer and adviser journeys, ensuring consistency, accessibility, and regulatory alignment.

• Customer-Centric Experience Design: Translate strategic direction into actionable, high-quality design outcomes that enhance customer loyalty, retention, and operational efficiency through robust journey maps and service blueprints.

• Data-Driven Iteration: Implement a test-and-learn mindset by embedding measurable outcomes and leveraging analytics and user feedback for continuous design improvement.

• Cross-Functional Collaboration: Act as a key liaison between Product Owners, Propositions, Customer Services, Technology, and Marketing to deliver seamless, integrated experiences across all touchpoints.

• Team Development: Coach and mentor the Product Design team, fostering a culture of excellence, empowerment, and accountability in delivering user-centric digital solutions.

📝 Enhancement Note: This role is positioned as a "Manager Expert," indicating a senior individual contributor or team lead role with significant strategic influence and hands-on design responsibility. The emphasis on "Digital-First, Omni-channel" and "Consumer Duty" highlights the critical need for a designer who can balance user experience with complex regulatory requirements in the financial services sector.

📈 Primary Responsibilities

• Lead the development and implementation of design strategy and standards for digital-first, omni-channel experiences, ensuring a cohesive and consistent user journey across all platforms.

• Oversee the creation and maintenance of comprehensive end-to-end journey maps and service blueprints, detailing interactions across both digital and non-digital touchpoints to identify optimisation opportunities.

• Champion a data-driven design approach by defining key performance indicators (KPIs), embedding measurable outcomes, and utilizing analytics and user feedback to inform design iterations and drive continuous improvement.

• Collaborate closely with Product Owners, Propositions teams, Customer Services, Technology, and Marketing departments to ensure seamless integration and delivery of user-centric experiences for both customers and financial advisers.

• Ensure all digital designs adhere to stringent regulatory requirements, including the UK's Consumer Duty, GDPR, and other relevant financial services regulations, while maintaining high standards of user experience and accessibility.

• Mentor, coach, and develop members of the Product Design team, cultivating a high-performance culture focused on excellence, empowerment, innovation, and accountability.

• Represent the Product Design function in critical governance, planning, and steering forums, advocating for design priorities and ensuring alignment with strategic objectives and the overarching omni-channel vision.

• Translate complex business requirements and strategic directives into concrete, testable design artifacts, prototypes, and research plans that directly support business growth, customer retention, and operational efficiency goals.

📝 Enhancement Note: The responsibilities clearly indicate a senior role that bridges strategy and execution. The emphasis on "open and closed book propositions" suggests a need to understand and design for both new digital offerings and legacy systems within the financial services context. The explicit mention of "Consumer Duty" signifies a critical compliance requirement that must be integrated into all design processes.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrable experience in a relevant field are paramount. A background in Design, Human-Computer Interaction (HCI), Psychology, or a related discipline is often beneficial.

Experience: A minimum of 5-10 years of progressive experience in product design, UX design, or service design, with a significant portion focused on complex, regulated digital services within the financial services industry. Experience in delivering solutions for financial advisers or a B2B2C model is essential.

Required Skills:

• Strategic Design Leadership: Proven ability to lead design strategy and set standards for digital products and omni-channel experiences.

• Customer-Centric Design: Deep understanding of user-centered design principles and methodologies.

• Journey Mapping & Service Blueprints: Expertise in creating detailed journey maps and service blueprints to visualize and optimize end-to-end user experiences.

• Data-Driven Design: Proficiency in using analytics, user research, and structured experimentation to drive design decisions and measure impact.

• Regulatory Literacy: Strong understanding of financial services regulations, including Consumer Duty and GDPR, and their implications for design.

• Accessibility & Inclusivity: Commitment to designing accessible, inclusive, and compliant digital products.

• Stakeholder Management: Excellent communication, influencing, and collaboration skills to effectively engage with diverse stakeholders.

• Agile Delivery: Experience working within agile development environments, translating insights into actionable backlog items with clear acceptance criteria.

• Design Tools Proficiency: Expertise in industry-standard design and prototyping tools such as Figma.

• People Leadership: Experience in coaching, mentoring, and developing design teams, fostering a culture of excellence and accountability.

Preferred Skills:

• Product Development/Proposition Management: Familiarity with the broader product development lifecycle and proposition strategy.

• Data & Analytics Tooling: Experience with data visualization and analytics platforms.

• Design Systems: Knowledge of building and scaling design systems for complex organizations.

• UK Life & Pensions Market: Specific knowledge of the UK life and pensions industry, adviser journeys, and third-party servicing models.

📝 Enhancement Note: The "Manager Expert" level and the emphasis on financial services regulations suggest that candidates with a strong track record in regulated environments will be highly favored. The ability to translate complex regulatory requirements into user-friendly designs is a key differentiator.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies on Regulated Digital Services: Showcase detailed case studies of complex, regulated digital services you have led design for, particularly within financial services. Each case study should clearly articulate the problem, your design process, solutions, and measurable outcomes.

• Demonstration of Omni-channel Journey Design: Include examples of end-to-end journey maps and service blueprints that illustrate your ability to design for seamless experiences across multiple digital and non-digital touchpoints.

• Evidence of Data-Driven Design & Iteration: Present projects where you have used analytics, user research, and A/B testing to inform design decisions and demonstrate measurable improvements in KPIs such as conversion rates, customer satisfaction, or operational efficiency.

• Regulatory Compliance Integration: Highlight examples where you have successfully integrated regulatory requirements (e.g., Consumer Duty, GDPR) into the design process without compromising user experience.

• Prototyping & Usability Testing Examples: Showcase your proficiency with design and prototyping tools (e.g., Figma) and provide evidence of how you have conducted and utilized usability and accessibility testing to refine designs.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to document and optimize complex workflows, illustrating how you identify bottlenecks and design more efficient, user-friendly processes.

• Implementation & Automation Methods: Provide examples of how you have translated design artifacts into actionable backlog items for agile teams and contributed to the implementation of automated design processes or components.

• Measurement & Performance Analysis: Show how you establish metrics for design success, track performance post-launch, and use this data to drive further design iterations and improvements.

📝 Enhancement Note: For a Lead Product Designer role, the portfolio is critical. It needs to move beyond just visual design and demonstrate a strategic understanding of user journeys, business objectives, and regulatory constraints within financial services. The emphasis on "measurable outcomes" and "closing the loop from analytics to design iteration" is key.

💵 Compensation & Benefits

Salary Range: Based on the "Manager Expert" experience level, the location in the UK (Stirling), and the specialized nature of financial services design, the estimated salary range for a Lead Product Designer is likely between £65,000 - £90,000 per annum. This estimate is derived from industry benchmarks for senior UX/Product Design roles in the UK financial sector, considering the hybrid work model and the responsibilities outlined.

Benefits:

• Pension Scheme: A generous employer contribution of 13% to a pension scheme, with a total contribution of 18% (including 5% employee contribution).

• Share Schemes: Access to Share Save and Share Incentive Plan to foster employee ownership and financial participation.

• Financial Wellbeing: Comprehensive financial wellbeing support services.

• Generous Annual Leave: 38 days of annual leave (including bank holidays), with the option to purchase up to 5 additional days.

• Flexible Time Off: "Time Off When You Need It" policy to provide flexibility for work-life balance.

• Industry-Leading Family Leave: Comprehensive "Inspiring Families" policy offering paid parental leave for maternity, adoption, surrogacy, and paternity.

• Health & Protection: Private Healthcare, Critical Illness cover, and Life Assurance for employees, with options for family coverage.

Working Hours: The standard working hours are approximately 40 hours per week. The role operates on a hybrid model, requiring 2-3 days per week in the Stirling office, offering flexibility.

📝 Enhancement Note: The salary estimate is based on publicly available data for similar roles in the UK financial services sector, adjusted for a senior/expert level and the specific location. The benefits package is extensive and reflects M&G plc's commitment to employee wellbeing and long-term financial security, which is attractive for experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Savings & Investments, Asset Management, Insurance). M&G plc is a well-established firm with a heritage of over 175 years, focusing on providing long-term investment and savings solutions.

Company Size: Large enterprise, indicated by the extensive benefits and structured reporting lines. M&G plc is a significant player in the UK financial market.

Founded: Over 175 years ago, highlighting a stable, established presence with a history of innovation.

Team Structure:

• Digital Proposition Team: The Lead Product Designer is part of this team, which is central to M&G Life’s digital transformation efforts.

• Reporting: The role reports to the Head of Digital Strategy, indicating a strategic focus and connection to overarching business goals.

• Cross-Functional Collaboration: The role requires extensive collaboration with Product Owners, Propositions teams, Customer Services, Technology, Marketing, and governance forums, emphasizing a matrixed and integrated working environment.

Methodology:

• Customer-Centricity: A core tenet, ensuring all digital experiences are designed with the customer at the forefront.

• Data-Driven Approach: Emphasis on using analytics, research, and measurable outcomes to guide design decisions and demonstrate value.

• Agile Development: Working within agile delivery teams to ensure efficient and iterative product development.

• Omni-channel Experience: Focus on creating consistent and seamless experiences across all customer interaction points, both digital and physical.

• Regulatory Alignment: Strict adherence to financial services regulations, including Consumer Duty, is integrated into the design and development process.

Company Website: https://www.mandg.com/

📝 Enhancement Note: M&G plc's culture appears to be a blend of traditional financial services stability with a modern emphasis on digital innovation and customer focus. The "telling it like it is, owning it now, and moving it forward together with care and integrity" motto suggests values of transparency, accountability, and teamwork.

📈 Career & Growth Analysis

Operations Career Level: Manager Expert. This signifies a senior role with substantial strategic responsibility and a deep level of expertise. The individual is expected to lead by example, set standards, and influence design direction across significant product areas.

Reporting Structure: Reports to the Head of Digital Strategy. This placement suggests a direct link to strategic planning and execution within the digital transformation initiatives of M&G Life. The role will likely interact with various senior stakeholders across different departments.

Operations Impact: The Lead Product Designer's impact is crucial for M&G Life's digital-first ambition. By ensuring customer-centric, measurable, and compliant omni-channel experiences, this role directly influences:

• Customer Loyalty & Retention: Seamless, intuitive journeys foster positive customer experiences, leading to increased loyalty and reduced churn.

• Operational Efficiency: Well-designed processes and digital interfaces can automate tasks, reduce errors, and lower operational costs for customer service and back-office functions.

• Revenue Growth: Effective digital propositions can attract new customers and advisers, facilitate easier transactions, and support upselling/cross-selling opportunities.

• Regulatory Compliance: Ensuring adherence to regulations like Consumer Duty mitigates risk and builds trust with customers and regulators.

Growth Opportunities:

• Leadership Development: Potential to grow into a Head of Product Design or similar leadership role, managing larger teams and broader design portfolios.

• Strategic Influence: Opportunity to shape the digital strategy and product roadmap for a major financial services organization.

• Industry Expertise: Deepen knowledge within the UK life & pensions market and complex regulated financial services environments.

• Cross-functional Skill Expansion: Gain broader experience in proposition management, product development, and digital strategy through close collaboration.

• Mentorship & Coaching: Develop leadership skills by mentoring junior designers and contributing to the overall capability of the design function.

📝 Enhancement Note: The "Manager Expert" title, coupled with reporting to the Head of Digital Strategy, positions this role as a pivotal player in shaping the digital future of M&G Life. Growth opportunities are likely tied to the success of digital initiatives and the candidate's ability to demonstrate strategic leadership and impact.

🌐 Work Environment

Office Type: The role is designated as "Hybrid," requiring 2-3 days per week in the Stirling office. This suggests a modern office environment designed to support collaborative work, team meetings, and focused individual work.

Office Location(s): The primary location is Stirling, Scotland, United Kingdom. This implies access to a physical workspace within a M&G plc office in that region.

Workspace Context:

• Collaborative Spaces: The hybrid model necessitates office spaces conducive to team collaboration, workshops, and cross-functional meetings, essential for a role that bridges multiple departments.

• Technology & Tools: Access to the necessary design software (e.g., Figma), collaboration platforms, and potentially analytics tools will be provided to support the design process.

• Team Interaction: The hybrid setup allows for regular face-to-face interaction with the Product Design team, Product Owners, and other stakeholders, fostering stronger working relationships and facilitating design critiques and brainstorming sessions.

Work Schedule: The role is full-time, with standard working hours likely aligning with UK business norms. The hybrid model offers flexibility in terms of where work is performed on designated office and remote days, supporting efficient management of design processes and data analysis activities.

📝 Enhancement Note: The hybrid nature of the role indicates a commitment to work-life balance while ensuring the benefits of in-person collaboration for strategic and creative tasks. The Stirling office will serve as the hub for team integration and key stakeholder engagements.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio by the recruiter (Phoebe Ewers) to assess initial fit against the core requirements. Focus on demonstrating leadership, regulated financial services experience, and a strong portfolio.

• Hiring Manager Interview: An interview with the Head of Digital Strategy to discuss your strategic approach to product design, leadership style, and experience in driving omni-channel, customer-centric solutions. Prepare to discuss your portfolio in detail.

• Design Challenge/Case Study: You may be asked to complete a design exercise or present a detailed case study from your portfolio. This will assess your problem-solving skills, design process, ability to incorporate data and regulatory constraints, and presentation capabilities.

• Team/Stakeholder Interviews: Interviews with other members of the Product Design team, Product Owners, or key stakeholders from Technology or Propositions. This stage assesses cultural fit, collaboration style, and ability to work effectively within a cross-functional team.

• Final Interview: Potentially a final discussion with a senior leader to confirm suitability for the role and discuss career progression.

Portfolio Review Tips:

• Highlight Leadership & Strategy: Showcase projects where you led design initiatives, defined strategy, and influenced product direction, not just executed tasks.

• Focus on Regulated Environments: Emphasize your experience within financial services and how you navigated complex regulations like Consumer Duty. Quantify the impact of your designs on compliance and user experience.

• Demonstrate Omni-channel Thinking: Present end-to-end journey maps and service blueprints that illustrate your holistic approach to user experience across all touchpoints.

• Showcase Data-Driven Iteration: Clearly articulate how you used data, analytics, and user feedback to iterate on designs and achieve measurable business outcomes. Use metrics to back up your claims.

• Structure for Clarity: Organize your portfolio logically, with clear project descriptions, your role, challenges, solutions, and outcomes. Use visuals effectively.

• Prepare to Discuss Metrics: Be ready to discuss the KPIs you set, how you measured success, and the ROI of your design work.

Challenge Preparation:

• Understand the Context: Research M&G plc, their products, target audience (customers and financial advisers), and their stated values. Understand the importance of Consumer Duty in their operations.

• Practice Design Thinking: Be prepared to walk through a design problem using a structured approach (Empathize, Define, Ideate, Prototype, Test).

• Articulate Trade-offs: Demonstrate your ability to make informed decisions, considering user needs, business goals, technical constraints, and regulatory requirements.

• Communicate Clearly: Practice presenting your ideas concisely and persuasively, tailoring your message to different audiences (e.g., business stakeholders, technical teams).

📝 Enhancement Note: The interview process will likely scrutinize not only design skills but also leadership capabilities, strategic thinking, and the ability to operate effectively within a regulated financial services environment. A strong, relevant portfolio is non-negotiable.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for screen-level design, prototyping, and collaboration. Proficiency is expected for creating wireframes, mockups, and interactive prototypes.

• Prototyping Tools: Beyond Figma, familiarity with other prototyping tools might be beneficial for specific use cases or advanced interactions.

• User Research Platforms: Tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, Lookback, SurveyMonkey).

Analytics & Reporting:

• Web Analytics Tools: Experience with platforms like Google Analytics, Adobe Analytics, or similar to track user behavior, journey progression, and conversion rates.

• Data Visualization Tools: Familiarity with tools like Tableau, Power BI, or Looker for analyzing data and creating reports on design performance.

• Customer Feedback Tools: Platforms for collecting and analyzing customer feedback (e.g., Qualtrics, Medallia).

CRM & Automation:

• CRM Systems: While not a direct user, understanding how designs integrate with or impact CRM systems (e.g., Salesforce) used by customer service and sales is advantageous.

• Workflow Automation: Awareness of how designs can support or be supported by workflow automation tools used in customer service or operational processes.

• Design Systems: If M&G plc has a mature design system, proficiency in using and contributing to it would be a significant asset.

📝 Enhancement Note: The core requirement is strong proficiency in Figma for design and prototyping. Experience with analytics tools is critical for the data-driven aspect of the role. Familiarity with the broader MarTech and FinTech landscape, including CRM and automation, will be beneficial for understanding the ecosystem in which the designs operate.

👥 Team Culture & Values

Operations Values:

• Care & Integrity: Upholding ethical standards and acting with honesty and transparency in all professional dealings, especially critical in financial services.

• Customer-Centricity: Placing the needs and outcomes of customers and advisers at the heart of all design decisions and business strategies.

• Data-Driven Decision Making: Valuing evidence and insights derived from data and research to inform strategy and design choices.

• Collaboration & Teamwork: Fostering a spirit of working together, sharing knowledge, and supporting colleagues to achieve collective goals ("moving it forward together").

• Accountability: Taking ownership of responsibilities, delivering on commitments, and driving results ("owning it now").

• Continuous Improvement: A proactive approach to identifying opportunities for enhancement, innovation, and efficiency ("moving it forward").

Collaboration Style:

• Cross-Functional Integration: Actively engaging with diverse teams (Product, Tech, Marketing, Customer Service) to ensure holistic product development and seamless user journeys.

• Open Communication: Encouraging transparent dialogue, constructive feedback, and honest communication regarding design decisions and challenges.

• Empowerment & Coaching: A leadership style that empowers team members, fosters skill development, and encourages collaborative problem-solving.

• Test-and-Learn Culture: Embracing experimentation and viewing failures as learning opportunities to refine strategies and designs.

📝 Enhancement Note: The company's stated values – "telling it like it is, owning it now, and moving it forward together with care and integrity" – are likely ingrained in the team culture. The Lead Product Designer is expected to embody these values, particularly in their interactions, decision-making, and leadership approach.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Regulatory Constraints: Designing intuitive and engaging experiences while strictly adhering to complex financial services regulations (e.g., Consumer Duty, GDPR) is a significant challenge.

• Legacy Systems Integration: Working within an established financial institution may involve designing for or integrating with older systems, requiring creative solutions to bridge modern UX with existing infrastructure.

• Driving Data Adoption: Ensuring that data insights are consistently leveraged by all stakeholders and that design decisions are demonstrably linked to measurable outcomes requires ongoing effort and advocacy.

• Managing Diverse Stakeholder Expectations: Navigating the needs and priorities of various departments (Sales, Marketing, Legal, Compliance, Technology) requires strong influencing and negotiation skills.

• Evolving Digital Landscape: Keeping pace with rapid advancements in digital technology, user expectations, and competitor offerings in the financial services sector.

Learning & Development Opportunities:

• Deepen FinServ Expertise: Gain profound knowledge of the UK life & pensions market, adviser platforms, and regulatory nuances, positioning as a subject matter expert.

• Strategic Design Influence: Grow from leading design execution to shaping broader digital strategy and product roadmaps.

• Leadership & Team Building: Hone people management and coaching skills by leading and developing the Product Design team.

• Advanced UX Methodologies: Explore and implement cutting-edge UX research, design, and testing methodologies.

• Industry Engagement: Potential to attend industry conferences, participate in professional networks, and contribute to the broader design community within financial services.

📝 Enhancement Note: The challenges are typical for senior roles in regulated industries. Success will depend on the candidate's ability to navigate these complexities, leveraging them as opportunities for strategic impact and personal growth.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the design strategy for a complex, regulated digital service. What were the key challenges, and how did you ensure alignment with both user needs and regulatory requirements?" (Focus on your strategic thinking, understanding of regulation, and leadership.)

• "How do you approach translating an omni-channel mandate into actionable design artifacts? Walk us through your process for creating journey maps and service blueprints." (Demonstrate your end-to-end design process and systems thinking.)

Company & Culture Questions:

• "What do you know about M&G plc's purpose and our commitment to giving everyone real confidence to put their money to work? How would your design philosophy support this?" (Show you've researched the company and can connect your work to their mission.)

• "How would you foster a culture of excellence and empowerment within the Product Design team, particularly in a hybrid work environment?" (Assess your leadership and team-building capabilities.)

Portfolio Presentation Strategy:

• Select Impactful Case Studies: Choose 2-3 projects that best showcase your leadership, experience in regulated financial services, omni-channel design, and data-driven approach.

• Structure for Narrative: For each case study, clearly outline the problem, your specific role and responsibilities, the design process, the key decisions and trade-offs made (especially regarding regulation), the final solution, and the measurable outcomes (quantified with data).

• Emphasize Collaboration: Highlight how you worked with cross-functional teams (Product Owners, Tech, Marketing, Compliance) and stakeholders.

• Be Data-Centric: Clearly present the metrics used, the results achieved, and how these results demonstrate business value and customer impact.

• Prepare for Q&A: Anticipate questions about your design choices, challenges faced, and how you would apply your experience to M&G plc's specific context.

📝 Enhancement Note: The interview preparation should focus on demonstrating a blend of strategic design leadership, practical UX skills, regulatory acumen, and a collaborative, data-driven mindset. Highlighting experience with financial advisers and the UK market will be a significant advantage.

📌 Application Steps

To apply for this Lead Product Designer position:

• Submit Your Application: Apply through the provided Workday link or M&G plc careers portal.

• Tailor Your CV: Ensure your resume clearly highlights your experience in leading product/UX/service design for complex, regulated digital services within financial services, and specifically mentions experience with financial advisers or B2B2C models. Use keywords from the job description such as "omni-channel," "Consumer Duty," "journey mapping," and "data-driven design."

• Curate Your Portfolio: Select and refine 2-3 key case studies that best demonstrate your capabilities as outlined in the "Portfolio Review Tips" section. Ensure each case study clearly articulates your role, process, challenges, solutions, and quantifiable outcomes, with a strong emphasis on regulated environments and omni-channel experiences.

• Research M&G plc: Understand the company's purpose, values, and recent digital initiatives. Familiarize yourself with the UK financial services landscape and the implications of Consumer Duty. This research will be invaluable for tailoring your application and preparing for interviews.

• Prepare Your Narrative: Practice articulating your experience and approach to design leadership, focusing on how you can contribute to M&G plc's digital-first ambitions, customer loyalty, and operational efficiency. Be ready to discuss your portfolio with confidence.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.