Service Designer ( Customer Lifecycle Management)

📍 Job Overview

Job Title: Service Designer (Customer Lifecycle Management) Company: Lloyds Banking Group Location: London, Manchester, Bristol, Leeds, Chester, Edinburgh, United Kingdom Job Type: FULL_TIME Category: Customer Experience Operations / Design Operations Date Posted: 06 February 2026 Experience Level: 5-10 Years

🚀 Role Summary

• Drive the standardization and adoption of Customer Lifecycle Management (CLM) practices across the organization, enhancing end-to-end customer and colleague experiences.
• Facilitate collaborative workshops and cross-functional initiatives to align stakeholders and drive adoption of design frameworks and tools.
• Maintain and visualize key operational artifacts, such as the Customer Journey Atlas and project roadmaps, to ensure clear communication and progress tracking.
• Support the Design Delivery Practice (DDP) by contributing to playbooks, templates, and tooling, ultimately amplifying the impact of Experience Design at scale.
• Act as a key enabler for design teams, connecting diverse stakeholders, surfacing blockers, and fostering knowledge flow to optimize operational efficiency.

📝 Enhancement Note: This role is positioned within a "Design Delivery Practice" (DDP) focused on "Design Operations," indicating a strong emphasis on operationalizing design processes, scaling best practices, and enabling design teams to work more effectively. The "Customer Lifecycle Management" (CLM) aspect highlights a focus on standardized, optimized customer journeys, which is a critical component of GTM and customer retention operations.

📈 Primary Responsibilities

• Shape and maintain the Customer Journey Atlas, ensuring it accurately reflects current customer journeys and serves as a strategic tool for CLM practice.
• Standardize and scale the adoption of the CLM framework, governance, and standard methodologies across various business units and project teams.
• Design, implement, and refine design frameworks, tools, and processes that elevate the overall quality and efficiency of Design Delivery Practice initiatives.
• Facilitate engaging and productive collaborative workshops with multidisciplinary teams and diverse stakeholders to drive alignment and co-create solutions.
• Visualize and maintain roadmaps and backlogs for DDP initiatives, ensuring transparency and clarity on project progress, dependencies, and upcoming activities.
• Actively connect teams, identify and surface project blockers, and enable seamless knowledge flow to promote a collaborative and efficient working environment.
• Support onboarding and engagement activities for new joiners and existing community members within the Design Delivery Practice, fostering a strong team culture.
• Contribute to the development and ongoing maintenance of essential resources, including playbooks, templates, and specialized tooling for the design community.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic framework development (CLM, design frameworks) and tactical execution (workshop facilitation, roadmap maintenance, playbook contribution). This suggests a role that bridges strategic planning with operational enablement, requiring strong process-orientation and stakeholder management skills.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Business Operations, Project Management, or a related field is beneficial. Experience: 5-10 years of progressive experience in Service Design, Customer Experience (CX), or Customer Journey Management, with a proven track record of operationalizing design practices.

Required Skills:

• Demonstrated experience in Service Design, CX, or Customer Journey Management, with a deep understanding of customer-centric methodologies.
• Proven experience in end-to-end journey mapping, service blueprinting, and applying customer journey frameworks.
• Expertise in human-centred design methods and their application in practical business scenarios.
• Strong workshop facilitation skills, capable of engaging diverse groups and driving consensus.
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly to various stakeholders.
• Calm resilience under pressure, with a demonstrated ability to bring structure and clarity to ambiguous and fast-moving environments.
• Project management experience, including strong organizational and coordination skills to manage multiple initiatives simultaneously.
• Familiarity with agile delivery methodologies and contemporary design ways of working.
• Proficiency with essential operational and design tools, including Jira, Figma, Excel, SharePoint, Power Apps, and Power BI.
• Ability to work effectively across multiple teams and manage competing priorities in a dynamic organizational setting.

Preferred Skills:

• Exposure to Design Operations or experience with design tooling ecosystems.
• Experience working within the financial services industry or other highly regulated environments.
• Awareness of inclusion and accessibility principles in design and operational processes.

📝 Enhancement Note: The emphasis on tools like Jira, Figma, and Power BI, alongside project management and agile methodologies, points towards a need for strong operational execution capabilities. The "calm resilience under pressure" and "structure in ambiguous environments" requirements suggest a role that thrives on process improvement and navigating complex organizational structures.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of end-to-end journey mapping and service blueprinting projects, clearly illustrating the process from research to implementation.
• Include case studies demonstrating the application of human-centered design methods to solve specific business or customer challenges.
• Provide evidence of workshop facilitation, highlighting your approach to engaging stakeholders and driving collaborative outcomes.
• Demonstrate experience in visualizing roadmaps, backlogs, or process flows, showcasing your ability to bring clarity to complex initiatives.
• Present examples of contributing to or developing design frameworks, playbooks, or templates that have standardized or improved design processes.

Process Documentation:

• Documented experience in shaping and maintaining customer journey atlases or similar strategic visualization tools.
• Evidence of contributing to the standardization and scaling of frameworks, governance, or methodologies within a design or operational context.
• Examples of process design or improvement initiatives, detailing the problem, proposed solution, implementation, and measured outcomes.

📝 Enhancement Note: For a Service Designer role with operational responsibilities, a portfolio should not only showcase design output but also demonstrate the designer's ability to operationalize those designs. This includes showing how they've contributed to process standardization, facilitated large-scale adoption, and managed projects efficiently.

💵 Compensation & Benefits

Salary Range:

• London: £70,929 - £78,810 per annum
• Outside London: £59,500 - £66,500 per annum

Benefits:

• A generous pension contribution of up to 15%.
• An annual performance-related bonus.
• Share schemes, including free shares, fostering a sense of ownership and reward.
• Adaptable benefits allowing customization to individual lifestyles, such as discounted shopping.
• 30 days of annual holiday, in addition to bank holidays.
• A comprehensive range of wellbeing initiatives to support employee health and work-life balance.
• Generous parental leave policies to support families.

Working Hours: 35 hours per week, full-time.

📝 Enhancement Note: The salary bands reflect a significant difference between London and other locations, which is typical for the UK market. The benefits package is substantial, indicating a commitment to employee well-being and long-term engagement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services. Lloyds Banking Group is one of the UK's leading financial services groups, providing a wide range of banking and financial services. Company Size: Large Enterprise (typically 10,000+ employees). This implies a complex, structured organization with established processes and a significant internal market for design and operational services. Founded: 2009 (formed from the merger of Lloyds TSB and HBOS). The company has a long heritage with deep roots in the UK financial sector, undergoing significant transformation in recent years.

Team Structure:

• The role sits within the central Design Delivery Practice (DDP), which is part of the broader Experience Design function.
• The DDP focuses on enabling design teams to flourish and scaling their impact across the organization.
• This role will work closely with multidisciplinary teams, including other designers, researchers, product managers, and business stakeholders.
• Collaboration is expected across various projects and initiatives related to Customer Lifecycle Management (CLM).

Methodology:

• Emphasis on Customer Lifecycle Management (CLM) as a strategic approach to designing, managing, measuring, and optimizing end-to-end customer and colleague experiences.
• Utilization of human-centred design methods, service blueprinting, and customer journey mapping as core operational tools.
• Adoption of agile delivery and contemporary design ways of working to ensure flexibility and efficiency.
• Focus on data-driven decision-making and continuous improvement of design practices and operational processes.

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

📝 Enhancement Note: As a large, established financial institution, Lloyds Banking Group likely has a structured approach to operations and design. The emphasis on "Design Delivery Practice" and "Customer Lifecycle Management" suggests a mature understanding of the importance of operationalizing design and customer experience strategies at scale.

📈 Career & Growth Analysis

Operations Career Level: This role can be considered a mid-to-senior level position within operations and design enablement. It requires a solid foundation of experience (5-10 years) and the ability to independently manage and contribute to significant initiatives. Reporting Structure: The role reports into the Design Delivery Practice (DDP) team, which likely falls under a broader Head of Design or Experience Design leadership. The Service Designer will collaborate extensively with various project teams and stakeholders across the business. Operations Impact: The Service Designer is instrumental in improving the efficiency, consistency, and effectiveness of customer journeys. By standardizing frameworks and facilitating collaboration, they directly impact customer satisfaction, operational costs, and the overall business's ability to manage customer relationships effectively. This role contributes to a more streamlined and customer-centric operational model.

Growth Opportunities:

• Specialization: Deepen expertise in Service Design, Customer Lifecycle Management, or Design Operations within a large, complex organization.
• Leadership: Progress into roles with greater strategic influence, such as a Lead Service Designer, Design Operations Manager, or a senior role within CLM strategy.
• Skill Development: Opportunities to gain experience in financial services, regulated environments, and advanced tooling (Power BI, Power Apps, Jira).
• Cross-functional Exposure: Work on diverse projects across different business units, expanding understanding of the broader organizational landscape and operational challenges.

📝 Enhancement Note: The role offers a clear path for growth within specialized areas of design and operations, particularly in a large organization like Lloyds Banking Group where such expertise is valuable for driving large-scale change.

🌐 Work Environment

Office Type: Hybrid working model, requiring 2 days per week (or 40%) in one of the designated office sites. This promotes a balance between focused individual work and collaborative team interaction. Office Location(s): London (25 Gresham Street), Manchester, Bristol, Leeds, Chester, or Edinburgh. This provides flexibility for candidates to choose a location that suits them.

Workspace Context:

• The role necessitates close collaboration with multidisciplinary teams, suggesting an open and interactive office environment conducive to teamwork and brainstorming.
• Access to essential design and operational tools (Figma, Jira, Power BI, etc.) is implied, supporting a technology-enabled workspace.
• The emphasis on facilitating workshops and knowledge flow indicates a work environment that values communication, idea sharing, and collective problem-solving.

Work Schedule: Standard full-time hours (35 per week) with a hybrid arrangement, offering flexibility for managing personal commitments alongside professional responsibilities. This schedule supports consistent engagement with CLM processes and data analysis tasks.

📝 Enhancement Note: The hybrid model is a key feature, balancing the need for in-person collaboration with the flexibility employees expect. The availability of multiple office locations caters to a wider candidate pool across the UK.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and application to assess against core requirements, particularly experience in Service Design, CLM, and relevant tools.
• Hiring Manager Interview: Discussion with Aki Sirawongprasert to explore experience, motivation, and fit with the Design Delivery Practice team. Focus on understanding your approach to CLM and design operations.
• Technical/Skills Interview: May involve a practical exercise or deeper dive into specific skills such as journey mapping, workshop facilitation, or tool proficiency (Jira, Figma, Power BI).
• Panel Interview/Presentation: Potentially a presentation of a portfolio case study, demonstrating your approach to a complex design or operational challenge, followed by questions from a panel of stakeholders.
• Final Interview: May involve senior leadership to assess strategic thinking and cultural fit.

Portfolio Review Tips:

• Showcase CLM Impact: Clearly articulate your role in designing, managing, or optimizing customer journeys. Quantify impact where possible (e.g., efficiency gains, satisfaction improvements).
• Highlight Process & Standardization: Include examples where you've contributed to standardizing design processes, creating frameworks, or developing reusable patterns.
• Demonstrate Facilitation Skills: Use case studies to illustrate how you've run effective workshops, managed diverse stakeholders, and driven alignment.
• Tool Proficiency: Briefly mention or visually represent your proficiency with key tools like Figma, Jira, and Power BI within your case studies.
• Structure: Organize your portfolio logically, perhaps by project type or by demonstrating specific skills required for this role (e.g., Journey Mapping, Framework Development, Workshop Facilitation).

Challenge Preparation:

• CLM Framework Application: Be prepared to discuss how you would approach standardizing the CLM framework or developing a Customer Journey Atlas within a large organization.
• Ambiguity & Resilience: Think of examples where you've brought structure to ambiguous situations and managed competing priorities effectively.
• Tool Scenario: You might be asked to describe how you'd use Jira for tracking DDP initiatives or Power BI for visualizing CLM performance.

📝 Enhancement Note: A strong portfolio that explicitly demonstrates experience with customer journey management, process standardization, and operationalizing design will be critical for this role. Highlighting the ability to work within complex, stakeholder-rich environments is also key.

🛠 Tools & Technology Stack

Primary Tools:

• Jira: For project management, backlog management, and tracking DDP initiatives. Expect to demonstrate proficiency in creating and managing tickets, workflows, and reporting.
• Figma: For design creation, collaboration, and potentially for creating journey maps and service blueprints. Familiarity with collaborative design features is essential.
• SharePoint: Likely used for document management, collaboration, and storing playbooks, templates, and process documentation.
• Power App: May be used for creating custom applications to support operational processes or data collection related to CLM.
• Power BI: Crucial for data visualization, dashboard creation, and reporting on CLM performance, design practice effectiveness, and project status.

Analytics & Reporting:

• Power BI: A primary tool for creating dashboards and reports to track key metrics related to customer journeys and design operations.
• Excel: For data manipulation, analysis, and potentially for creating interim reports or managing lists and data sets.

CRM & Automation:

• While not explicitly listed as core CRM tools, the role's focus on Customer Lifecycle Management implies an understanding of how design and operational processes integrate with CRM systems and potentially marketing automation platforms to deliver seamless customer experiences.

📝 Enhancement Note: Proficiency in this specific stack (Jira, Figma, Power BI, SharePoint, Power Apps) is explicitly required. Candidates should be ready to discuss their experience and how they leverage these tools to drive operational efficiency and strategic outcomes.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A core value, reflected in the focus on Customer Lifecycle Management and human-centred design to improve customer and colleague experiences.
• Collaboration & Connection: Emphasis on connecting teams, surfacing blockers, and enabling knowledge flow, indicating a culture that values teamwork and open communication.
• Efficiency & Scalability: The Design Delivery Practice aims to "amplify Experience Design’s value and impact at scale," highlighting a drive for efficient processes and scalable solutions.
• Continuous Improvement: The role involves shaping and refining frameworks, tools, and processes, suggesting a commitment to ongoing learning and operational enhancement.
• Inclusivity & Diversity: Lloyds Banking Group actively promotes an inclusive culture, valuing diversity in all its forms and ensuring everyone feels they belong.

Collaboration Style:

• Cross-functional Integration: The role requires working with multidisciplinary teams and diverse stakeholders across the business, necessitating a collaborative and adaptable approach.
• Facilitative Leadership: The emphasis on running workshops and connecting dots suggests a style that empowers others and drives consensus through facilitation rather than direct command.
• Knowledge Sharing: Supporting onboarding and enabling knowledge flow indicates a culture that values sharing expertise and best practices to uplift the entire design community.

📝 Enhancement Note: The company explicitly mentions its commitment to diversity and inclusion. Candidates should be prepared to discuss how they contribute to an inclusive environment. The collaborative and facilitative nature of the role is a key cultural indicator.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling CLM: Standardizing and scaling a Customer Lifecycle Management framework across a large, complex organization like Lloyds Banking Group presents significant organizational change management challenges.
• Ambiguity & Pace: Navigating ambiguous environments and fast-moving projects while maintaining structure and driving progress requires strong resilience and adaptability.
• Stakeholder Alignment: Gaining buy-in and managing competing priorities across diverse stakeholder groups can be demanding.
• Operationalizing Design: Translating design concepts and best practices into tangible, scalable operational processes and tools requires a unique blend of creative and analytical skills.

Learning & Development Opportunities:

• Deep Dive into Financial Services Operations: Gain in-depth understanding of operational nuances within the regulated financial services sector.
• Advanced Design Operations: Develop expertise in scaling design practices, managing design systems, and optimizing design workflows within a large enterprise.
• Strategic Impact: Contribute to high-visibility initiatives that directly influence customer experience and operational efficiency across millions of customers.
• Tool Mastery: Enhance skills in advanced analytics and visualization tools like Power BI and project management tools like Jira.
• Mentorship: Potential access to experienced leaders within the Design Delivery Practice and broader Experience Design function for guidance and career development.

📝 Enhancement Note: This role offers the chance to tackle significant operational challenges in a high-impact environment, with ample opportunities for professional growth and skill development, particularly in the specialized fields of Design Operations and Customer Lifecycle Management.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you standardized a design process or framework across multiple teams. What were the challenges, and how did you overcome them?" (Focus: Standardization, CLM adoption, resilience)
• "How would you approach building or maintaining a Customer Journey Atlas for an organization like Lloyds Banking Group? What key elements would you include, and how would you ensure its adoption?" (Focus: CLM framework, strategic visualization, stakeholder buy-in)
• "Walk us through a complex workshop you facilitated. What was the objective, who were the participants, and what was the outcome?" (Focus: Facilitation skills, collaboration, driving alignment)

Company & Culture Questions:

• "What excites you about Lloyds Banking Group's mission to 'help Britain prosper,' and how do you see this role contributing to that mission?" (Focus: Company values, purpose alignment)
• "How do you foster inclusivity and ensure diverse perspectives are considered when designing customer journeys or operational processes?" (Focus: Diversity & Inclusion values, practical application)
• "Describe your experience working in a hybrid environment. How do you ensure effective collaboration and knowledge sharing with remote and in-office colleagues?" (Focus: Hybrid work, collaboration, communication)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role and approach, the solutions implemented, and the measurable outcomes or impact.
• Quantify Your Impact: Where possible, use data and metrics (e.g., efficiency improvements, customer satisfaction scores, adoption rates) to demonstrate the value of your work.
• Highlight Process & Tools: Explicitly mention how you used specific tools (Figma, Jira, Power BI, etc.) and what processes you followed or improved.
• Showcase Collaboration: Emphasize instances where you collaborated with multidisciplinary teams and managed diverse stakeholders.
• Tailor to CLM: If possible, select case studies that directly relate to customer journey design, process optimization, or operationalizing frameworks.

📝 Enhancement Note: Be prepared to demonstrate not just design thinking but also operational execution, project management, and the ability to drive adoption of new processes and frameworks within a large, established organization.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link.
• Tailor Your Resume: Highlight your experience in Service Design, Customer Lifecycle Management, journey mapping, workshop facilitation, and proficiency with the required tools (Jira, Figma, Power BI, SharePoint, Power Apps). Quantify achievements where possible.
• Curate Your Portfolio: Select 2-3 strong case studies that best demonstrate your ability to operationalize design, standardize processes, facilitate collaboration, and drive customer experience improvements. Ensure clear articulation of your role, process, and impact.
• Prepare for the Interview: Research Lloyds Banking Group's recent initiatives, their approach to customer experience, and their stated values. Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions.
• Understand the Hybrid Model: Be ready to discuss your approach to working effectively in a hybrid environment and how you contribute to team collaboration and knowledge sharing.

⚠️ 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.

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