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 / Design Operations

Date Posted: 2026-02-06

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

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

🚀 Role Summary

• This role is pivotal in enhancing customer and colleague experiences through strategic Customer Lifecycle Management (CLM) and the advancement of Design Operations practices.

• The Service Designer will be instrumental in shaping and scaling the CLM framework, ensuring consistent adoption and best practices across the organization.

• You will facilitate cross-functional collaboration, enabling knowledge flow and connecting diverse teams to drive alignment on design initiatives.

• This position involves the creation and maintenance of essential design resources, including roadmaps, backlogs, playbooks, templates, and tooling, to empower design teams.

📝 Enhancement Note: While the title is "Service Designer," the emphasis on "Customer Lifecycle Management," "Design Operations," and "scaling CLM across the organisation" positions this role as a strategic operations-focused design function. It requires a blend of design thinking, process implementation, and stakeholder management, aligning closely with GTM and operational efficiency objectives through enhanced customer journeys. The role is central to operationalizing design strategy at scale.

📈 Primary Responsibilities

• Customer Journey Atlas Management: Shape, maintain, and evolve the Customer Journey Atlas, a core component of the CLM practice, ensuring it accurately reflects current customer interactions and opportunities.

• CLM Framework Standardization & Adoption: Drive the standardization and scaled adoption of the CLM framework, governance, and standard methodologies across various business units, ensuring consistent application.

• Design Practice Advancement: Develop and implement innovative design frameworks, tools, and processes that elevate the overall quality and impact of the Design Delivery Practice (DDP).

• Collaborative Workshop Facilitation: Lead and facilitate engaging workshops with multidisciplinary teams and diverse stakeholders to foster alignment, identify pain points, and co-create solutions.

• Roadmap & Backlog Visualization: Maintain and visualize roadmaps and backlogs for DDP initiatives, ensuring transparency and clear communication of progress, priorities, and dependencies.

• Knowledge Flow & Blocker Resolution: Actively connect teams, identify and surface organizational blockers, and facilitate seamless knowledge flow to accelerate project delivery and innovation.

• Community Support & Engagement: Support onboarding and engagement activities for new joiners and existing members of the design community, fostering a collaborative and supportive environment.

• Resource Development: Contribute to the development and ongoing maintenance of essential resources such as playbooks, templates, and tooling to support the design community's effectiveness.

📝 Enhancement Note: The responsibilities highlight a strong focus on operationalizing design and customer experience strategies through structured frameworks like CLM. This involves not just design but also process implementation, stakeholder alignment, and community enablement, which are core to a mature operations function.

🎓 Skills & Qualifications

Education:

Experience:

• Proven track record in Service Design, Customer Experience (CX), or Customer Journey Management roles.

• Demonstrable experience in end-to-end customer journey mapping, service blueprinting, and applying human-centered design methodologies.

• Experience in facilitating collaborative workshops with diverse groups of stakeholders.

• Experience managing projects, demonstrating strong organizational and coordination skills.

Required Skills:

• Service Design & CX: Deep understanding and practical application of service design principles and customer journey management techniques.

• Journey Mapping & Blueprinting: Proficiency in creating detailed journey maps and service blueprints to visualize customer and internal processes.

• Human-Centered Design: Expertise in applying human-centered design (HCD) methods to solve complex problems and improve user experiences.

• Workshop Facilitation: Excellent skills in designing and facilitating effective workshops that drive collaboration and achieve desired outcomes.

• Communication: Strong written and verbal communication skills, with the ability to articulate complex ideas clearly to various audiences.

• Project Management: Solid organizational and coordination skills, with the ability to manage multiple workstreams and competing priorities effectively.

• Agile Methodologies: Familiarity with agile delivery frameworks and practices, essential for fast-paced environments.

• Tool Proficiency: Strong ability with tools such as Jira, Figma, Excel, SharePoint, Power App, and Power BI.

• Collaboration & Ambiguity Management: Ability to work effectively across multiple teams, manage competing priorities, and maintain calm resilience under pressure in ambiguous, fast-moving environments.

Preferred Skills:

• Design Operations (DesignOps): Exposure to or experience in Design Operations, focusing on optimizing design processes, tools, and workflows.

• Financial Services Experience: Previous experience within the financial services sector or other highly regulated environments.

• Inclusion & Accessibility: Awareness of and commitment to inclusion and accessibility principles in design.

📝 Enhancement Note: The required skills are a strong blend of design expertise and operational acumen. Proficiency in tools like Jira, Figma, and Power BI is critical for operationalizing design, tracking progress, and reporting on impact, aligning with typical requirements for roles in a GTM or operational support function.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Customer Journey Mapping Showcase: Include examples of comprehensive customer journey maps and service blueprints that illustrate your process from initial research to final visualization, highlighting key insights and design interventions.

• Process Improvement Case Studies: Present case studies detailing how you have identified inefficiencies in customer or colleague journeys and implemented service design solutions that led to measurable improvements (e.g., reduced friction, increased satisfaction, improved efficiency).

• Workshop Facilitation Evidence: Provide examples of workshop outputs or descriptions of how you have facilitated collaborative sessions, demonstrating your ability to drive alignment and co-create solutions with diverse stakeholders.

• Framework Implementation: Showcase any experience in developing, standardizing, or scaling design frameworks, methodologies, or operational processes, emphasizing the impact on team efficiency and consistency.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to document existing workflows, identify bottlenecks, and design optimized future-state processes using service design principles.

• Implementation & Automation: Provide examples of how you have contributed to the implementation of new processes or tools, potentially involving automation or digital solutions to enhance efficiency.

• Measurement & Performance Analysis: Illustrate how you have defined metrics and analyzed performance data to assess the effectiveness of implemented service design solutions and identify areas for continuous improvement.

📝 Enhancement Note: For a Service Designer role focused on CLM and DDP, a portfolio is crucial. It should not only showcase design output but also the strategic thinking behind it, focusing on process implementation, stakeholder management, and measurable outcomes – key aspects for operations roles.

💵 Compensation & Benefits

Salary Range:

• London: £70,929 - £78,810 per annum

• Outside London: £59,500 - £66,500 per annum (Note: The specific location within the UK will influence the final salary within these bands.)

Benefits:

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

• Annual Performance Bonus: Eligibility for an annual performance-related bonus, linking individual and company performance to compensation.

• Share Schemes: Participation in share schemes, including free shares, offering an opportunity for long-term financial benefit and ownership.

• Lifestyle Adaptations: Benefits that can be adapted to individual lifestyles, such as discounted shopping.

• Holiday Allowance: 30 days of annual holiday, in addition to bank holidays.

• Wellbeing Initiatives: A range of wellbeing programs and resources to support employee health and mental wellness.

• Parental Leave: Generous parental leave policies to support employees during significant life events.

Working Hours:

• 35 hours per week, full-time.

• Hybrid working model, requiring a minimum of two days per week (40% of time) in an office location.

📝 Enhancement Note: The salary bands provided are specific to the UK market and reflect a mid-to-senior level role. The benefits package is comprehensive, offering a mix of financial security, work-life balance, and personal development incentives common in large financial institutions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Large Enterprise (Lloyds Banking Group is a major UK financial institution with tens of thousands of employees globally).

Founded: 2009 (formed through the merger of Lloyds TSB and HBOS).

Team Structure:

• Design Delivery Practice (DDP): This role sits within the central DDP, a function dedicated to supporting and enabling Experience Design teams.

• Reporting Structure: The Service Designer will likely report into a Design Operations Lead or Manager, with close collaboration with other designers, project managers, and business stakeholders.

• Cross-functional Collaboration: The role requires significant collaboration with multidisciplinary teams across various business units, including product, technology, marketing, and customer service, to embed CLM practices.

Methodology:

• Customer Lifecycle Management (CLM): A strategic approach to designing, managing, measuring, and optimizing end-to-end customer and colleague experiences.

• Human-Centered Design: Core philosophy for creating user-centric solutions.

• Agile Delivery: Work is conducted within agile frameworks, emphasizing iterative development, flexibility, and continuous improvement.

• DesignOps Principles: Focus on operationalizing design at scale, improving efficiency, consistency, and impact of design teams.

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

📝 Enhancement Note: Working within a large, established financial institution like Lloyds Banking Group means operating within a structured environment that values process, compliance, and scale. The DDP and CLM focus indicates a strategic investment in operationalizing design for improved customer outcomes and efficiency.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, requiring a blend of specialized design skills and operational execution. It's a key contributor role focused on implementing and scaling operational frameworks.

Reporting Structure: You will report to a manager within the Design Delivery Practice, working closely with other DDP members and collaborating extensively with designers and business stakeholders across the organization.

Operations Impact: The Service Designer's work directly impacts the efficiency and effectiveness of customer interactions and internal processes. By standardizing CLM and improving design practices, this role contributes to enhanced customer satisfaction, operational efficiency, and ultimately, business performance.

Growth Opportunities:

• DesignOps Specialization: Deepen expertise in Design Operations, becoming a lead in scaling design practices, tooling, and processes within a large enterprise.

• Strategic Influence: Progress to roles with greater strategic influence on customer experience frameworks and design operations strategy across the group.

• Leadership Development: Opportunity to mentor junior designers and potentially lead initiatives or small teams focused on specific CLM or DDP projects.

• Cross-Functional Expertise: Gain broad exposure to various business units and functions within the financial services industry, broadening understanding of complex organizational dynamics.

📝 Enhancement Note: The role offers a clear path for growth within a Design Operations or Service Design leadership track, particularly within a large, complex organization. The emphasis on scaling frameworks and improving operational efficiency provides a strong foundation for future leadership roles.

🌐 Work Environment

Office Type: Hybrid working model, blending remote work with in-office collaboration. The company has multiple office locations across the UK.

Office Location(s): London (25 Gresham Street), Manchester, Bristol, Leeds, Chester, Edinburgh.

Workspace Context:

• Collaborative Environment: The hybrid model encourages collaboration in office spaces designed for teamwork, workshops, and idea generation.

• Operations Tools & Technology: Access to a suite of tools including Jira, Figma, Power BI, and SharePoint for design, project management, and data visualization.

• Team Interaction: Opportunities for regular interaction with the DDP, other design teams, and cross-functional stakeholders, fostering knowledge sharing and mutual support.

Work Schedule: Standard 35-hour work week, with flexibility inherent in the hybrid model, allowing for efficient management of both design tasks and operational responsibilities.

📝 Enhancement Note: The hybrid model and multiple office locations offer flexibility. The emphasis on collaborative spaces and access to specific operational tools indicates a modern work environment geared towards efficient execution and team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and application to assess alignment with core requirements.

• Hiring Manager Interview: Discussion with Aki Sirawongprasert to delve into your experience, understanding of Service Design, CLM, and DesignOps.

• Skills-Based Assessment/Workshop: You may be asked to participate in a practical exercise or workshop simulation to assess your facilitation, problem-solving, and design thinking skills. This could involve mapping a hypothetical customer journey or proposing solutions to a design operations challenge.

• Panel Interview: Meeting with a panel of stakeholders from DDP and potentially other relevant teams to evaluate your cultural fit, collaborative abilities, and strategic thinking.

• Final Decision: Based on overall assessment of skills, experience, and fit.

Portfolio Review Tips:

• Highlight Operations Impact: For each project, clearly articulate the operational challenge or inefficiency you addressed and the specific service design solutions you implemented.

• Showcase Framework Application: Detail your experience in applying or developing frameworks like CLM or service blueprints. Explain how these frameworks contributed to standardization, scalability, or improved outcomes.

• Quantify Results: Whenever possible, use metrics and data to demonstrate the impact of your work. For example, improvements in customer satisfaction scores, reduction in process completion times, or increased adoption rates of new methodologies.

• Visualize Processes: Use clear visuals like journey maps, service blueprints, and workflow diagrams to illustrate your design process and the solutions you developed.

• Demonstrate Collaboration: Include examples that showcase your ability to work with diverse stakeholders, facilitate workshops, and drive alignment.

Challenge Preparation:

• Understand CLM: Be prepared to discuss the principles of Customer Lifecycle Management and how you would apply them within a large organization like Lloyds Banking Group.

• DesignOps Thinking: Familiarize yourself with Design Operations concepts – how to scale design, manage tools, improve efficiency, and foster a strong design culture.

• Scenario-Based Questions: Anticipate questions about how you would handle ambiguous situations, manage competing priorities, or facilitate difficult stakeholder discussions.

• Tool Proficiency: Be ready to discuss your experience with the listed tools (Jira, Figma, Power BI, etc.) and how you leverage them for operational effectiveness.

📝 Enhancement Note: The interview process emphasizes practical application and collaborative skills. A portfolio that clearly demonstrates operational impact and process improvement through service design will be highly advantageous.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: For collaborative design, prototyping, and creating visual assets.

• Jira: For project management, tracking tasks, sprints, and managing backlogs within agile workflows.

• SharePoint: For document management, collaboration, and knowledge sharing on projects and initiatives.

• Power App: Potentially for building custom applications to support design processes or internal tools.

Analytics & Reporting:

• Power BI: For data visualization, creating dashboards, and reporting on customer journey performance, operational metrics, and initiative impact.

• Excel: For data analysis, manipulation, and reporting, especially for detailed quantitative work.

CRM & Automation:

• While not explicitly listed as primary for this role, familiarity with CRM systems and automation principles is beneficial for understanding the broader customer lifecycle context. The role supports the management of this lifecycle through design and process.

📝 Enhancement Note: Proficiency in these tools is critical for operationalizing design, managing projects, and demonstrating impact. The inclusion of Power BI highlights the data-driven nature of the role.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and improving customer and colleague experiences at every touchpoint.

• Collaboration & Partnership: Valuing teamwork and strong relationships across diverse teams and functions to achieve shared goals.

• Efficiency & Scalability: Driving processes and solutions that are not only effective but also scalable and efficient across a large organization.

• Data-Driven Decision Making: Utilizing data and insights to inform design choices, measure impact, and continuously optimize performance.

• Continuous Improvement: A mindset of ongoing learning, adaptation, and refinement of practices and methodologies.

Collaboration Style:

• Cross-functional Integration: Actively seeks to integrate design thinking and CLM principles into the workflows of various business units.

• Process Review & Feedback: Encourages open feedback loops and collaborative reviews to refine processes and deliverables.

• Knowledge Sharing: Fosters an environment where best practices, learnings, and insights are shared freely within the design community and across teams.

📝 Enhancement Note: The values emphasize a professional, collaborative, and results-oriented approach, common in large financial institutions seeking to optimize operations and customer experience through structured methodologies.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling CLM: The primary challenge is to standardize and scale the CLM framework effectively across a large, complex organization with diverse business units and legacy systems.

• Ambiguity & Change Management: Navigating evolving business priorities and driving adoption of new methodologies in a large enterprise requires strong change management and resilience.

• Stakeholder Alignment: Securing and maintaining alignment among numerous stakeholders with potentially competing interests and priorities.

• Integrating DesignOps: Effectively embedding Design Operations principles to support and amplify the work of numerous design teams across the organization.

Learning & Development Opportunities:

• Advanced CLM & Service Design: Opportunities to deepen expertise in complex customer journey management and advanced service design techniques.

• DesignOps Leadership: Develop skills and gain experience in leading Design Operations initiatives and strategies.

• Financial Services Industry Insights: Gain a comprehensive understanding of the financial services landscape, regulatory environment, and customer needs.

• Cross-functional Project Exposure: Work on high-impact projects that span multiple departments, offering broad organizational visibility and experience.

📝 Enhancement Note: The role presents significant challenges related to organizational change and scaling, which are typical for operations-focused positions aiming to institutionalize new processes and methodologies. Successfully navigating these challenges offers substantial growth potential.

💡 Interview Preparation

Strategy Questions:

• "How would you approach standardizing and scaling a Customer Lifecycle Management framework across a large, diversified financial institution like Lloyds Banking Group?" (Focus on phased rollout, stakeholder engagement, governance, and metrics.)

• "Describe a situation where you had to introduce a new design process or tool to a team that was resistant to change. What was your strategy, and what was the outcome?" (Highlight change management, communication, and demonstrating value.)

Company & Culture Questions:

• "Based on your understanding, how does the Design Delivery Practice at Lloyds Banking Group contribute to the company's overall mission of 'helping Britain prosper'?" (Connect CLM and design impact to customer and economic well-being.)

• "How would you foster collaboration and knowledge sharing between different design teams and business stakeholders within our hybrid working model?" (Emphasize digital tools, intentional in-person interactions, and community building.)

Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation around a clear narrative: the problem/challenge, your process, the solution, and the measurable impact.

• Focus on Operations: For each project, clearly articulate the operational aspects – how you improved processes, standardized workflows, or enabled greater efficiency.

• Show, Don't Just Tell: Use visuals (journey maps, blueprints, dashboards) to illustrate your work and thought process.

• Quantify Impact: Be ready to discuss the ROI, efficiency gains, or customer satisfaction improvements your projects achieved.

• Tailor to CLM/DDP: Frame your experience in terms of customer lifecycle management and supporting design operations, aligning with the role's specific focus.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, operational execution, and the ability to drive change and collaboration within a large corporate structure, using specific examples from past roles.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided Workday link.

• Resume Optimization: Tailor your resume to highlight experience in Service Design, Customer Journey Management, Design Operations, and proficiency with tools like Jira, Figma, and Power BI. Quantify achievements wherever possible.

• Portfolio Customization: Prepare a portfolio that specifically showcases your experience in journey mapping, service blueprinting, process improvement, workshop facilitation, and framework implementation. Emphasize the operational impact and scalability of your work.

• Interview Preparation: Practice articulating your experience and approach to the types of questions outlined above, focusing on demonstrating your strategic thinking, problem-solving skills, and collaborative capabilities. Be ready to walk through your portfolio with confidence.

• Company Research: Deepen your understanding of Lloyds Banking Group's mission, values, and strategic priorities, particularly concerning customer experience and digital transformation.

⚠️ 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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