Service Designer (12 month FTC)

📍 Job Overview

Job Title: Service Designer (12 month FTC)

Company: Lloyds Banking Group

Location: Leeds Wellington Place, United Kingdom (Hybrid)

Job Type: Full-time, Temporary (Fixed-Term Contract)

Category: User Experience & Service Design

Date Posted: April 23, 2026

Experience Level: Mid-Senior (5-10 years)

Remote Status: Hybrid (2 days/week in office)

🚀 Role Summary

• Shape and define customer and colleague experiences through robust service design methodologies, leveraging customer, business, and market insights.

• Collaborate effectively within agile teams to uncover priorities, visualize outcomes, and define project scope.

• Facilitate stakeholder workshops and discussions to ensure business context, needs, and risks are thoroughly understood and inform decision-making.

• Drive innovation and continuous improvement by advocating for service design principles and best practices across the organization.

• Actively contribute to the design community by sharing knowledge, generating ideas, and embedding design principles into products, services, and customer journeys.

📝 Enhancement Note: While the role is titled "Service Designer," the responsibilities and required skills strongly align with Revenue Operations (RevOps) and Go-To-Market (GTM) Operations by focusing on optimizing the end-to-end customer journey, improving internal processes that impact revenue generation, and ensuring seamless collaboration between different business functions (sales, marketing, customer success). The emphasis on customer insight, business objectives, and cross-functional collaboration is key to driving operational efficiency and revenue growth.

📈 Primary Responsibilities

• Define and articulate the experience vision and strategic initiatives, ensuring alignment with colleague, customer, business, and market insights.

• Plan, facilitate, and lead workshops and discussions with diverse stakeholders to gather requirements, understand business context, and mitigate risks.

• Communicate complex design concepts and outcomes clearly and confidently to manage expectations, challenge constraints, and incorporate multiple perspectives into solution design.

• Collaborate closely with Design Research teams to identify key design themes, emerging issues, customer pain points, and potential risks.

• Utilize service design artifacts (e.g., journey maps, service blueprints, personas) to create intuitive, engaging, and effective user experiences that meet business objectives and customer expectations.

• Advocate for and promote the adoption of service design principles and methodologies within agile product teams and across the wider organization.

• Foster an environment of innovation and continuous improvement, encouraging new ways of working and enhancing collaboration.

• Measure and demonstrate the impact of service design initiatives on key business metrics and customer satisfaction.

• Take ownership of personal development and growth within the service design craft, staying abreast of industry trends and best practices.

• Actively participate in the design community, sharing knowledge, mentoring junior colleagues, and contributing to the evolution of design practices.

📝 Enhancement Note: The core responsibilities highlight a strong focus on process mapping, workflow optimization, and cross-functional alignment, which are fundamental to effective Revenue Operations. The emphasis on "defining new ways of working together more effectively" and "evolving the service design craft" directly translates to driving operational efficiency and strategic GTM alignment.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio demonstrating practical application of service design principles is essential. Degrees in Design, Human-Computer Interaction, Business, or related fields are advantageous.

Experience: Minimum of 5-10 years of experience in service design, UX design, customer experience design, or a related field, with a proven track record of delivering successful service design initiatives. Experience within the financial services industry is a plus.

Required Skills:

• Service Design Methodologies: Deep understanding and practical application of service design principles, tools, and techniques (e.g., journey mapping, service blueprints, persona development, user research).

• Design Thinking: Proficient in applying design thinking frameworks to solve complex problems and drive innovation.

• Stakeholder Management: Exceptional ability to build credibility and rapport with senior audiences, manage expectations, and influence decision-making.

• Agile Methodologies: Experience working effectively within agile teams, understanding sprint cycles, backlog prioritization, and iterative development.

• User Experience (UX) Principles: Strong understanding of UX best practices and how to translate them into tangible service improvements.

• Strategic Planning: Ability to shape and define strategic visions and initiatives, aligning them with overarching business goals.

• Workshop Facilitation: Proven ability to plan, design, and facilitate engaging and productive workshops with diverse groups of stakeholders.

• Design Research: Experience collaborating with or conducting user research to gather insights, identify pain points, and validate design decisions.

• Communication Skills: Excellent verbal, written, and presentation skills, with the ability to articulate complex ideas clearly and persuasively to various audiences.

• Relationship Building: Strong interpersonal skills to foster collaboration and build trust across multidisciplinary teams.

• Problem Solving: Analytical and critical thinking skills to identify root causes of issues and develop effective solutions.

• Innovation & Continuous Improvement: A proactive mindset focused on identifying opportunities for enhancement and driving positive change.

Preferred Skills:

• Data Analysis: Ability to interpret and leverage qualitative and quantitative data to inform design decisions and measure impact.

• Customer Insight Generation: Experience in synthesizing customer feedback and market trends into actionable design strategies.

• Financial Services Industry Knowledge: Familiarity with the regulatory landscape, customer needs, and operational nuances of the banking and financial services sector.

• Familiarity with Service Design Artefacts: Proficiency in creating and utilizing service blueprints, customer journey maps, and other key service design deliverables.

• Prototyping & Wireframing Tools: Experience with tools like Figma, Sketch, Adobe XD, or similar for visualizing concepts.

📝 Enhancement Note: The "Required Skills" are highly transferable to Revenue Operations. Skills like "Strategic Planning," "Stakeholder Management," "Agile Methodologies," "Problem Solving," and "Customer Insight Generation" are critical for optimizing sales processes, improving customer onboarding, and ensuring GTM alignment. The ability to "Visualize outcomes" and "Define scope" directly relates to operational efficiency and project management within RevOps.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A compelling portfolio showcasing 3-5 detailed case studies that demonstrate your end-to-end service design process, from problem identification to solution implementation and impact measurement.

• Process Optimization Examples: Specific examples of how you have mapped existing processes, identified inefficiencies, and designed improved workflows that enhance customer or colleague experience.

• System Integration Awareness: Evidence of understanding how service design integrates with underlying technology systems and digital platforms to deliver a seamless experience.

• Metrics & ROI Demonstration: Clear articulation of how you have measured the success of your service design initiatives, including quantifiable improvements in key performance indicators (KPIs) and return on investment (ROI).

Process Documentation:

• Workflow Design & Optimization: Demonstrations of your ability to create clear, concise, and actionable process maps and service blueprints that highlight touchpoints, roles, and systems.

• Implementation & Automation Methods: Examples of how your service design has informed or been supported by the implementation of new digital tools, automation, or process changes.

• Measurement & Performance Analysis: Proof of your approach to defining metrics, tracking performance, and analyzing data to iterate and improve service offerings.

📝 Enhancement Note: For a Revenue Operations or GTM Operations context, candidates should highlight portfolio examples demonstrating:

• Sales Process Optimization: Case studies on improving lead qualification, sales pipeline management, or customer onboarding.

• Cross-functional Workflow Improvement: Examples of streamlining handoffs between marketing, sales, and customer success teams.

• CRM/Sales Tech Integration: How service design principles were applied to improve the usability and effectiveness of CRM systems or other sales enablement tools.

• Data-Driven Decision Making: Demonstrating how insights from operational data were used to drive service improvements and business outcomes.

💵 Compensation & Benefits

Salary Range: £61,344 - £68,160 per annum (GBP)

This range is competitive for a mid-senior level Service Designer role in the UK financial services sector, reflecting the required expertise and the fixed-term nature of the contract.

Benefits:

• Pension Contribution: Generous pension contribution of up to 15%.

• Annual Performance-Related Bonus: Potential for an annual bonus based on individual and company performance.

• Share Schemes: Access to share schemes, including free shares, offering long-term financial participation.

• Lifestyle Benefits: Discounted shopping and other adaptable benefits to suit personal needs.

• Holiday Entitlement: 30 days of annual leave, plus bank holidays.

• Wellbeing Initiatives: A range of programs and resources to support employee well-being.

• Generous Parental Leave: Comprehensive policies for parental leave.

• Flexible Working: Hybrid working model and job sharing options available.

Working Hours: Full-time, typically around 40 hours per week, with flexibility offered through the hybrid working model.

📝 Enhancement Note: The salary range is clearly stated and is competitive for the UK market for this level of expertise. The benefits package is comprehensive, typical for a large financial institution like Lloyds Banking Group, and includes elements that appeal to operations professionals, such as performance bonuses and share schemes. The explicit mention of flexible working and job share options is a significant plus.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Lloyds Banking Group is one of the largest financial institutions in the UK, offering a wide range of banking and financial services. This industry context implies a focus on regulatory compliance, customer trust, data security, and efficiency in operations.

Company Size: Large Enterprise (Thousands of employees)

Working in a large organization like Lloyds offers opportunities for significant impact, exposure to complex challenges, and career progression within a structured environment. It also means navigating established processes and collaborating with numerous departments.

Founded: 2009 (as Lloyds Banking Group, with heritage dating back centuries)

The long history of its constituent banks provides a deep-rooted understanding of customer needs and market dynamics, while its modern structure emphasizes innovation and adaptation to current market trends.

Team Structure:

• Operations within a Large Financial Institution: The Service Designer will likely be part of a central design, product, or transformation team that supports various business units. This team is expected to be multidisciplinary, including designers, researchers, product managers, and potentially business analysts.

• Reporting Structure: The role likely reports into a Head of Service Design, Head of UX, or a Senior Manager within a Digital or Transformation division. Collaboration will be extensive with Product Owners, Agile Coaches, and business stakeholders across different divisions.

• Cross-functional Collaboration: A key aspect will be working closely with agile teams, product owners, engineers, design researchers, and business stakeholders to define and deliver optimal customer and colleague experiences. This requires strong communication and influencing skills.

Methodology:

• Agile Frameworks: The team operates within agile methodologies, emphasizing iterative development, continuous feedback, and adaptability.

• Data-Driven Design: A commitment to using colleague, customer, and business insights, alongside quantitative data, to inform design decisions and measure outcomes.

• User-Centric Approach: A core philosophy of placing the user (customer and colleague) at the center of all design and operational improvements.

• Process Optimization Focus: Emphasis on identifying and improving workflows, service blueprints, and touchpoints to enhance efficiency and effectiveness.

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

📝 Enhancement Note: The company culture emphasizes a blend of traditional financial stability with a forward-looking approach to digital transformation and customer experience. For an operations role, this means working within a regulated environment while driving efficiency and innovation in customer-facing and internal processes. The collaborative nature and focus on data-driven insights are highly relevant to RevOps and GTM Ops.

📈 Career & Growth Analysis

Operations Career Level: Mid-Senior Level Service Designer. This level implies a significant degree of autonomy, the ability to lead design initiatives, and a role in shaping departmental strategy. For RevOps/GTM Ops, this would be equivalent to a Senior Operations Analyst, Operations Manager, or a specialist in process improvement.

Reporting Structure: The role reports into a design or transformation leadership position, with extensive collaboration across product teams, business units, and potentially IT. This provides visibility into various operational areas and strategic decision-making processes.

Operations Impact: The Service Designer's work directly influences customer satisfaction, operational efficiency, and potentially revenue generation through improved customer journeys and streamlined internal processes. They are key in translating strategic objectives into tangible user-centric solutions that drive business outcomes.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as customer journey mapping, service blueprinting, or designing for complex financial products.

• Leadership Development: Transition into a Lead Service Designer role, managing a team or a portfolio of strategic design projects. For RevOps/GTM Ops, this could mean moving into a management role or becoming a recognized expert in a specific operational domain.

• Cross-Functional Mobility: Leverage service design skills to move into related roles within product management, UX strategy, digital transformation, or even business operations focused on process improvement.

• Industry Expertise: Develop a deep understanding of the financial services sector, making them a valuable asset for future roles within the industry.

• Learning & Development: Access to internal training, workshops, and potentially external conferences to enhance skills in design, agile, and business strategy.

📝 Enhancement Note: The growth trajectory aligns well with operations career paths. The ability to "shape service experiences" and "define strategic initiatives" is directly applicable to driving operational strategy and efficiency. The emphasis on "measuring and demonstrating impact" is a critical skill for any operations professional looking to advance.

🌐 Work Environment

Office Type: Hybrid working model, requiring a minimum of 2 days per week (40% of time) in a designated office site. This structure aims to balance the benefits of in-person collaboration with the flexibility of remote work.

Office Location(s): Leeds Wellington Place and Bristol are the primary office locations mentioned. These are modern, professional environments designed to foster collaboration and innovation.

Workspace Context:

• Collaborative Spaces: Offices are likely equipped with meeting rooms, breakout areas, and open-plan workspaces designed to encourage interaction and teamwork.

• Technology & Tools: Access to standard office technology, collaboration tools (e.g., Microsoft Teams, Slack), and design software/hardware necessary for the role.

• Team Interaction: Opportunities for spontaneous discussions, team meetings, and cross-functional "huddles" to align on projects and share knowledge.

Work Schedule: Full-time, with a hybrid arrangement allowing for flexibility. The standard working hours are approximately 40 per week. This flexibility is crucial for operations roles that may require focused deep work sessions away from office distractions, balanced with in-person collaboration for strategic alignment and team cohesion.

📝 Enhancement Note: The hybrid model is a key factor for many operations professionals who value the ability to structure their week for focused analytical work, combined with essential face-to-face collaboration for strategic planning and team building. The emphasis on collaborative spaces is important for operations teams that rely on brainstorming and problem-solving sessions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review and possibly a brief call to assess basic qualifications and cultural fit.

• Portfolio Presentation & Interview: A key stage will involve presenting your service design portfolio to a panel of stakeholders (e.g., hiring manager, senior designers, product leads). Be prepared to walk through 2-3 of your strongest case studies, detailing your process, challenges, and outcomes.

• Skills Assessment: Potential for a practical exercise or case study to assess problem-solving, design thinking, and communication skills in a simulated scenario. This might involve mapping a process, outlining a service improvement strategy, or responding to a design challenge.

• Behavioral & Cultural Fit Interview: Questions focused on your approach to collaboration, handling pressure, innovation, and alignment with Lloyds Banking Group's values.

• Final Interview: Discussion with senior leadership to confirm fit and discuss the role in detail.

Portfolio Review Tips:

• Storytelling: Structure your case studies as narratives – clearly define the problem, your role and approach, the challenges faced, the solutions developed, and the measurable impact.

• Process Focus: Emphasize your process. Detail how you arrived at your solutions, showcasing your understanding of research, ideation, prototyping, testing, and iteration.

• Quantify Impact: Wherever possible, use metrics to demonstrate the value of your work (e.g., improvements in customer satisfaction scores, reduction in process cycle time, increased conversion rates, cost savings).

• Tailor to the Role: Highlight examples that align with the responsibilities of a Service Designer in a large financial institution, emphasizing collaboration, stakeholder management, and driving tangible business outcomes.

• Visual Clarity: Ensure your portfolio is visually appealing, easy to navigate, and clearly presents your work.

Challenge Preparation:

• Understand the Context: Research Lloyds Banking Group's current strategic priorities, customer segments, and any recent digital transformation initiatives.

• Process Mapping Practice: Be ready to quickly map out a hypothetical customer journey or internal process, identifying pain points and potential areas for improvement.

• Agile & Stakeholder Scenarios: Prepare to discuss how you would navigate common challenges in agile environments, such as conflicting stakeholder priorities or scope creep.

• Articulate Value: Practice clearly articulating the business value of service design and how it contributes to operational efficiency and customer loyalty.

📝 Enhancement Note: For an operations-focused interpretation, candidates should prepare to discuss how service design principles can be applied to optimize sales enablement, customer onboarding, or post-sales support processes. Demonstrating an understanding of how design impacts operational metrics like conversion rates, customer retention, and efficiency will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Software: Proficiency in tools like Figma, Sketch, Adobe XD, Miro, Mural, or similar for creating wireframes, prototypes, journey maps, service blueprints, and facilitating collaborative workshops.

• User Research Platforms: Familiarity with tools for user interviews, usability testing, and feedback collection (e.g., UserTesting.com, Qualtrics, Hotjar).

• Agile Project Management Tools: Experience with Jira, Confluence, or similar tools for managing tasks, backlogs, and documentation within agile teams.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or Looker for creating dashboards and reporting on key metrics related to customer experience and operational performance.

• Web Analytics: Familiarity with tools like Google Analytics to understand user behavior on digital platforms.

• Customer Feedback Platforms: Experience with tools that aggregate and analyze customer feedback (e.g., Zendesk, SurveyMonkey, specialized NPS tools).

CRM & Automation:

• CRM Systems: While not a primary CRM role, understanding how service design impacts CRM adoption and data integrity is beneficial. Familiarity with systems like Salesforce, Microsoft Dynamics, or internal banking CRM solutions.

• Workflow Automation Tools: Awareness of how service design can inform the requirements for workflow automation to improve efficiency (e.g., Zapier, Power Automate).

📝 Enhancement Note: While the role is Service Design, the underlying need for data analysis, process mapping, and understanding how systems support user journeys is central to Revenue Operations and GTM Operations. Highlighting experience with tools that facilitate process mapping, data visualization, and understanding CRM/workflow impacts will resonate strongly.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of customers, ensuring that all operational improvements enhance the customer experience.

• Collaboration: A strong belief in working together across teams and functions to achieve shared goals, fostering an inclusive and supportive environment.

• Data-Driven Decision Making: Utilizing insights and data to inform strategies, prioritize initiatives, and measure the impact of changes.

• Innovation & Continuous Improvement: Encouraging new ideas, embracing change, and consistently seeking ways to optimize processes and experiences.

• Integrity & Trust: Upholding the highest ethical standards, particularly crucial in the financial services sector, to build and maintain trust with customers and colleagues.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with diverse teams (product, engineering, marketing, sales, operations) to ensure a holistic approach to service delivery and operational excellence.

• Open Communication & Feedback: Fostering an environment where open dialogue, constructive feedback, and knowledge sharing are encouraged to drive collective learning and improvement.

• Agile Teamwork: Working seamlessly within agile squads, contributing actively to sprint planning, retrospectives, and daily stand-ups.

📝 Enhancement Note: These values are highly complementary to a Revenue Operations or GTM Operations team. The emphasis on customer focus, data-driven decisions, and continuous improvement directly aligns with the goals of optimizing revenue generation and GTM efficiency.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Adapting to established processes, stakeholder complexities, and potential resistance to change within a large, established financial institution.

• Balancing Innovation with Regulation: Designing user-centric services within a highly regulated industry requires creativity while maintaining compliance and security.

• Measuring Long-Term Impact: Demonstrating the ROI of service design initiatives, especially those with longer-term effects on customer loyalty and operational efficiency.

• Cross-Functional Alignment: Ensuring consistent application of service design principles and seamless execution across numerous departments and teams with potentially differing priorities.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to explore specialized areas of service design and customer experience strategy.

• Financial Services Domain Expertise: Gaining in-depth knowledge of banking products, customer needs, and regulatory frameworks.

• Leadership Skills: Development in areas such as stakeholder influence, strategic planning, and potentially team leadership for future growth.

• Digital Transformation Exposure: Contributing to and learning from major digital transformation projects within a leading financial group.

• Industry Best Practices: Access to internal training, workshops, and potentially external conferences to stay current with design and operational best practices.

📝 Enhancement Note: The challenges listed are common in large enterprise operations roles. The "Balancing Innovation with Regulation" and "Cross-Functional Alignment" aspects are particularly relevant for RevOps/GTM Ops professionals working in regulated industries. The growth opportunities offer clear pathways for career advancement within operations or related fields.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence senior stakeholders to adopt a new service design approach. What was your strategy, and what was the outcome?" (Focus on stakeholder management, communication, and influence).

• "How would you approach designing a new digital onboarding process for a banking product, considering both customer needs and regulatory requirements?" (Assess problem-solving, strategic thinking, and understanding of industry context).

Company & Culture Questions:

• "What do you know about Lloyds Banking Group's approach to customer experience and digital transformation?" (Demonstrate research and alignment with company goals).

• "How do you foster collaboration between design, product, and engineering teams, especially in an agile environment?" (Assess teamwork and collaboration style).

Portfolio Presentation Strategy:

• Select Impactful Case Studies: Choose 2-3 projects that best showcase your skills and align with the role's requirements, emphasizing complexity and measurable results.

• Structure Your Narrative: For each case study, clearly outline the problem, your role, your process (research, ideation, design, testing), the solutions you implemented, and the quantifiable impact.

• Highlight Collaboration: Explain how you worked with different teams and stakeholders throughout the project.

• Be Prepared for Deep Dives: Anticipate questions about specific design choices, challenges encountered, and how you measured success.

• Connect to Lloyds: Where possible, subtly link your past experiences and the value you brought to how you can contribute to Lloyds Banking Group's goals.

📝 Enhancement Note: For an operations perspective, candidates should prepare to discuss how their service design work directly impacts revenue, efficiency, or customer acquisition/retention. Examples demonstrating how they have improved sales funnel stages, customer onboarding automation, or reduced operational costs through better service design will be highly valuable.

📌 Application Steps

To apply for this Service Designer (12 month FTC) position:

• Submit your application through the provided link on the Lloyds Banking Group careers portal.

• Portfolio Customization: Tailor your resume and cover letter to highlight your experience in service design, user experience, stakeholder management, and agile methodologies, specifically mentioning any relevant financial services or large-scale project experience.

• Resume Optimization: Ensure your resume clearly outlines your achievements using action verbs and quantifiable results, focusing on process improvement, customer journey optimization, and cross-functional collaboration.

• Interview Preparation: Practice articulating your portfolio case studies, focusing on your process, challenges, and the business impact of your work. Prepare to discuss how your skills translate to driving efficiency and customer satisfaction in a financial services context.

• Company Research: Thoroughly research Lloyds Banking Group's values, recent initiatives, and their approach to digital transformation and customer experience. Understand how your role contributes to their mission of "helping Britain prosper."

⚠️ 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.