Service Designer - 12 Month FTC

📍 Job Overview

Job Title: Service Designer - 12 Month FTC

Company: Lloyds Banking Group

Location: Leeds, United Kingdom

Job Type: Full time, Temporary

Category: Service Design / Digital Experience Design

Date Posted: 2026-08-19

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

Remote Status: Hybrid

🚀 Role Summary

• Focus on designing seamless digital and service experiences for customers, aligning with Lloyds Banking Group's strategic objectives.

• Collaborate within agile teams to uncover priorities, visualize outcomes, and define project scope, ensuring a user-centric approach.

• Shape strategic initiatives by integrating colleague, customer, and market insights into the development and enhancement of propositions and services.

• Actively participate in workshops and discussions with stakeholders to ensure business context, needs, and risks are thoroughly understood for informed decision-making.

• Drive the advancement of Service Design practices across the Group, sharing knowledge and embedding design principles.

📝 Enhancement Note: The title "Service Designer - 12 Month FTC" indicates a fixed-term contract role, suggesting a need for immediate impact and project-focused contributions. The salary range and implied experience level point to a mid-to-senior level position requiring a strong portfolio and proven ability to influence. The role is situated within the financial services industry, demanding an understanding of regulatory environments and customer trust.

📈 Primary Responsibilities

• Work effectively within agile development teams to identify priorities, map out desired outcomes, and define project scope.

• Shape strategic initiatives by applying customer, colleague, and market insights to the creation and enhancement of financial products and services.

• Engage in stakeholder workshops and discussions, ensuring comprehension of business context, needs, and risks to facilitate well-informed decisions.

• Manage stakeholder expectations and integrate diverse perspectives through clear and effective communication when defining service solutions.

• Conduct research and document current and future state service flows and user journeys to identify areas for improvement.

• Make sound design decisions, champion the user perspective, and critically evaluate the validity of project constraints.

• Proactively manage personal development and skill enhancement within the design discipline.

• Foster close collaboration with other designers, product owners, and engineers to ensure cohesive project execution.

• Actively contribute to the internal design community, sharing knowledge, generating ideas, and embedding design principles across various product, service, and customer journeys.

📝 Enhancement Note: The responsibilities emphasize a blend of hands-on design work, strategic input, and community building. The role requires not only the ability to design but also to influence and advocate for design thinking within cross-functional teams and broader organizational initiatives.

🎓 Skills & Qualifications

Education: While no specific degree is mentioned, a background in Design, Human-Computer Interaction (HCI), User Experience (UX), or a related field is highly probable. Continuous learning and professional development are emphasized.

Experience: Implied 5-10 years of experience in Service Design, UX Design, or a similar role, with a proven track record of delivering impactful design solutions. Experience within a large, complex organization, particularly in financial services, would be advantageous.

Required Skills:

• Service Design: Proficient in end-to-end service design methodologies, including service blueprinting, journey mapping, and experience design.

• Agile Methodologies: Strong understanding and practical experience working within agile frameworks (Scrum, Kanban) to deliver iterative design solutions.

• Design Thinking: Applied knowledge of design thinking principles and workshop facilitation to drive innovation and problem-solving.

• Stakeholder Management: Proven ability to effectively engage, communicate with, and manage expectations of diverse stakeholders, including senior leadership.

• User Research: Experience in conducting various user research methods (e.g., interviews, usability testing, surveys) to gather insights and validate design decisions.

• Strategic Planning: Ability to contribute to strategic initiatives by translating insights into actionable design roadmaps.

• Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas to both technical and non-technical audiences.

• Problem Solving: Innovative and analytical approach to identifying and resolving design challenges.

• Relationship Building: Strong interpersonal skills to build rapport and foster collaboration with colleagues across different teams.

• Digital Experience Design: Experience in designing intuitive and seamless digital user interfaces and experiences.

• Collaboration: Demonstrated ability to work effectively in cross-functional teams.

Preferred Skills:

• Experience within the financial services industry.

• Familiarity with specific design and prototyping tools (e.g., Figma, Sketch, Adobe XD, Miro).

• Experience in advocating for and evangelizing design principles within an organization.

• Understanding of risk management and compliance considerations within financial services.

📝 Enhancement Note: The emphasis on "advancing the practice of Service Design" suggests a need for candidates who can not only execute but also mentor and influence. The "healthy challenge" requirement for senior audiences implies a need for confidence and strong persuasive skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a range of service design projects, demonstrating the full lifecycle from research and ideation to implementation and iteration.

• Include detailed case studies that clearly articulate the problem statement, your role, the methodologies used (e.g., journey mapping, service blueprints, user flows), and the tangible outcomes.

• Highlight projects where you have influenced strategic direction or significantly improved customer/colleague experiences.

• Provide examples of how you've collaborated with agile teams and managed stakeholder input.

• Demonstrate proficiency in visualizing complex service ecosystems and user journeys. Process Documentation:

• Evidence of creating and documenting current and future-state service blueprints and customer journey maps.

• Examples of how you have used research findings to inform service design processes and decision-making.

• Documentation of workshop facilitation and co-creation sessions with cross-functional teams.

• Case studies illustrating how you have identified and addressed pain points in existing services through structured design processes.

📝 Enhancement Note: A strong portfolio is critical for this role, as it will be the primary means of demonstrating practical application of service design principles, problem-solving capabilities, and impact on business outcomes. The focus should be on the process and impact, not just the final visual output.

💵 Compensation & Benefits

Salary Range: £61,344 - £68,160 per annum.

Benefits:

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

• Bonus: Annual performance-related bonus.

• Share Schemes: Includes free shares, offering equity participation.

• Discounts: Benefits adaptable to lifestyle, such as discounted shopping.

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

• Wellbeing: A range of wellbeing initiatives to support employee health.

• Parental Leave: Generous parental leave policies.

• Flexible Working: Hybrid working and job share options are available.

Working Hours: Full-time, with an expectation of approximately 40 hours per week. The role operates on a hybrid pattern, requiring at least two days per week (40% of time) in one of the office sites.

📝 Enhancement Note: The salary range is competitive for a Service Designer role in the UK, especially in a major city like Leeds. The comprehensive benefits package, including performance bonuses and share schemes, reflects Lloyds Banking Group's commitment to employee reward and long-term engagement. The hybrid working model offers a balance between in-office collaboration and remote flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services. Lloyds Banking Group is one of the UK's largest financial institutions, offering a wide range of banking and financial services. This context implies a strong emphasis on customer trust, regulatory compliance, and digital transformation within a large, established enterprise.

Company Size: Lloyds Banking Group is a very large organization, employing tens of thousands of people globally. This scale means opportunities for significant impact, exposure to complex projects, and potential for career progression, but also requires navigating a structured environment.

Founded: Lloyds Banking Group has a long history, with roots tracing back to the 17th century. This heritage suggests a culture that values stability and tradition while embracing modern innovation.

Team Structure:

• The Service Designer will likely be part of a broader design or digital transformation team, potentially within a specific business unit or product area.

• They will collaborate closely with product owners, agile teams, other designers (UX/UI), engineers, researchers, and various business stakeholders.

• The reporting structure will likely involve a Design Lead or Head of Experience, with direct reporting lines managed within project teams. Methodology:

• The team operates within agile frameworks, emphasizing iterative development, continuous feedback, and rapid prototyping.

• A strong focus on data-driven decision-making, using customer insights and market analysis to inform design choices.

• Emphasis on collaboration, knowledge sharing, and fostering a culture of continuous improvement and innovation in service design practices.

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

📝 Enhancement Note: Working within a large financial institution like Lloyds Banking Group means understanding the importance of robust processes, risk management, and customer data security. The "help Britain prosper" ethos suggests a mission-driven culture focused on positive societal impact.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level Service Designer. It requires a solid foundation in design principles and methodologies, coupled with the ability to operate autonomously, influence decisions, and contribute to strategic initiatives. The "advancing the practice" aspect suggests potential for mentorship and leadership within the design community.

Reporting Structure: The Service Designer will report to a Design Lead or similar management role within a product or digital transformation department. They will also work closely with Product Owners and Scrum Masters within specific agile teams. This structure facilitates both strategic oversight and agile execution.

Operations Impact: The Service Designer's impact is critical for enhancing customer and colleague experiences, driving digital adoption, improving operational efficiency through well-designed services, and ultimately contributing to customer loyalty and business growth for Lloyds Banking Group. By creating seamless journeys, they reduce friction and build advocacy.

Growth Opportunities:

• Skill Advancement: Deepen expertise in service design, user research, and agile methodologies. Opportunities to explore specialized areas like UX writing, accessibility design, or design system management.

• Leadership Potential: Develop skills in mentoring junior designers, leading design sprints, and potentially moving into a Senior Service Designer or Design Lead role.

• Cross-Functional Exposure: Gain exposure to various business units and strategic projects within Lloyds Banking Group, broadening understanding of the financial services landscape.

• Industry Engagement: Participate in design communities, conferences, and potentially contribute to industry best practices, enhancing professional visibility.

📝 Enhancement Note: The fixed-term nature of the contract may offer opportunities for conversion to a permanent role or provide valuable experience for securing future senior design positions. The emphasis on personal development ("Take ownership for your own development") is a strong indicator of the company's commitment to employee growth.

🌐 Work Environment

Office Type: The role is based in Leeds and operates on a hybrid model. This implies a modern office environment designed to support collaboration, with various workspaces including meeting rooms, open-plan areas, and potentially quiet zones.

Office Location(s): Leeds Wellington Place is a prominent business district in Leeds, offering excellent accessibility and a vibrant working atmosphere.

Workspace Context:

• Collaborative Environment: The hybrid model necessitates an office space conducive to team interaction, workshops, and brainstorming sessions. Expect a dynamic environment where in-person collaboration is valued.

• Tools & Technology: Access to standard office technology, design software, and collaboration platforms will be provided to facilitate effective work.

• Team Interaction: Opportunities for regular interaction with design peers, product teams, and stakeholders, fostering a strong sense of community and shared purpose.

Work Schedule: The standard working hours are full-time (approximately 40 hours per week). The hybrid arrangement allows for flexibility, requiring a minimum of two days per week in the office. This structure supports focused individual work and team-based collaboration.

📝 Enhancement Note: The Leeds Wellington Place location is a modern, well-connected business hub, suggesting a professional and amenity-rich work environment. The hybrid model is designed to balance the benefits of in-person collaboration with the flexibility of remote work, a common practice in large, forward-thinking organizations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter or HR screening to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: Discussion focusing on your experience, skills, and understanding of service design principles, particularly within a large enterprise context.

• Portfolio Review & Presentation: A key stage where you will present selected case studies from your portfolio, detailing your process, challenges, solutions, and impact. Be prepared to discuss your role and contributions in depth.

• Team/Stakeholder Interviews: Meetings with potential colleagues (other designers, product owners) and key stakeholders to assess collaboration style, problem-solving approach, and ability to communicate effectively.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 projects that best showcase your service design expertise, problem-solving skills, and impact. Tailor your selection to highlight experience relevant to financial services and digital transformation if possible.

• Tell a Story: For each project, clearly articulate the "why" (the problem), the "what" (your role and approach), and the "so what" (the outcomes and impact, ideally with metrics).

• Show Your Process: Detail your methodology – research methods, ideation techniques, prototyping, testing, and collaboration. Visual aids like journey maps, service blueprints, and user flows are essential.

• Demonstrate Impact: Quantify results whenever possible (e.g., increased customer satisfaction, reduced support calls, improved conversion rates, efficiency gains). If direct metrics aren't available, discuss anticipated benefits and strategic alignment.

• Be Prepared for Questions: Anticipate questions about your design decisions, how you handle constraints, how you collaborate, and how you measure success.

Challenge Preparation:

• Design Exercise: You might be given a hypothetical design challenge to solve within a set timeframe, requiring you to demonstrate your design thinking process, user-centricity, and ability to articulate solutions.

• Scenario-Based Questions: Be ready to discuss how you would approach specific service design challenges within a large financial institution, considering factors like regulation, legacy systems, and diverse user needs.

• Stakeholder Alignment Scenarios: Prepare to explain how you would gain buy-in for your design recommendations from various stakeholders, including those with differing priorities.

📝 Enhancement Note: The interview process will heavily scrutinize your practical application of service design and your ability to integrate into a large, established organization. A well-prepared, impactful portfolio presentation is crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Proficiency with industry-standard tools such as Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and visual design.

• Collaboration & Ideation: Experience with collaborative platforms like Miro, Mural, or similar for workshops, journey mapping, and brainstorming sessions.

• Service Blueprinting Tools: Familiarity with tools or methods for creating detailed service blueprints (e.g., Lucidchart, Visio, or specialized design software features).

Analytics & Reporting:

• While not a primary analytics role, understanding how to interpret user data and analytics dashboards (e.g., Google Analytics, Adobe Analytics, internal BI tools) to inform design decisions is beneficial.

• Ability to translate user research findings into actionable design improvements. CRM & Automation:

• Awareness of how CRM systems and automation tools impact customer journeys and service delivery, though direct management of these is unlikely.

• Understanding of how digital services integrate with backend systems and processes.

📝 Enhancement Note: While specific tools aren't listed, the role implies a need for proficiency in modern digital design and collaboration software. The ability to understand and leverage data from various systems to inform design is a key expectation.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving customer needs, ensuring all design decisions prioritize the user experience.

• Collaboration: Valuing teamwork, open communication, and shared problem-solving across diverse disciplines and departments.

• Innovation & Continuous Improvement: Encouraging the exploration of new ideas, embracing change, and constantly seeking ways to enhance services and processes.

• Integrity & Trust: Upholding high ethical standards and building trust with customers and colleagues, which is paramount in financial services.

• Agility & Adaptability: Embracing agile methodologies and maintaining flexibility to respond to evolving business needs and market dynamics.

Collaboration Style:

• Cross-Functional Integration: Working seamlessly with product managers, engineers, researchers, marketing, and business stakeholders to deliver holistic solutions.

• Open Feedback Culture: Encouraging constructive feedback and iterative refinement of designs through regular reviews and discussions.

• Knowledge Sharing: Actively participating in design community forums, sharing best practices, and mentoring colleagues to elevate the collective skill set.

📝 Enhancement Note: Lloyds Banking Group's stated purpose is "to help Britain prosper," suggesting a culture that is purpose-driven and focused on positive societal impact. This ethos likely translates into a collaborative and ethical approach to work, with a strong emphasis on customer well-being and financial inclusion.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Organization Complexity: Adapting to the scale, structure, and established processes of a large financial institution can be challenging.

• Balancing Innovation with Regulation: Designing innovative services while adhering to strict financial regulations and compliance requirements.

• Integrating Digital with Legacy Systems: Ensuring seamless customer journeys across new digital platforms and existing, older systems.

• Managing Diverse Stakeholder Needs: Reconciling conflicting priorities and perspectives from various business units and leadership levels.

• Measuring Design Impact: Quantifying the ROI of service design initiatives in a complex, multi-faceted business environment.

Learning & Development Opportunities:

• Specialized Training: Access to training programs focused on advanced service design techniques, UX research methods, or specific design software.

• Industry Exposure: Opportunities to attend relevant industry conferences, workshops, and webinars to stay abreast of the latest trends in design and financial services.

• Mentorship: Potential for mentorship from senior design leaders within the organization, providing guidance on career progression and skill development.

• Project Variety: Exposure to a diverse range of projects across different business areas within Lloyds Banking Group, offering broad experience.

📝 Enhancement Note: The challenges inherent in a large financial services organization also present significant growth opportunities. Successfully navigating these complexities builds resilience, strategic thinking, and a deep understanding of enterprise-level design.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new digital onboarding experience for a banking product, considering both user needs and regulatory requirements?" (Focus on process, research, and compliance integration.)

• "Describe a time you had to influence a senior stakeholder who was resistant to a design recommendation. How did you approach it, and what was the outcome?" (Highlight communication, persuasion, and stakeholder management skills.)

• "Imagine we want to improve the digital customer support experience. What would be your first steps, and what key insights would you seek?" (Demonstrate problem-solving methodology and user-centric research approach.) Company & Culture Questions:

• "What do you know about Lloyds Banking Group's digital transformation efforts, and how do you see service design contributing?" (Research the company's strategic goals and recent initiatives.)

• "How do you stay updated on the latest trends in service design and digital experience?" (Showcase your commitment to continuous learning.)

• "Describe your ideal collaborative environment when working on a design project." (Align your preferences with the company's stated culture.) Portfolio Presentation Strategy:

• Structure: Begin with a brief overview of the company/project context, then detail the problem, your role, your process (research, ideation, design, testing), the solution, and finally, the impact/outcomes.

• Visuals: Use clear, concise visuals. Ensure journey maps, service blueprints, and wireframes are easy to understand. Annotate key decisions and insights.

• Narrative: Tell a compelling story about your problem-solving journey. Emphasize your critical thinking and decision-making process.

• Quantify: Wherever possible, present metrics that demonstrate the success of your design interventions. If not quantifiable, discuss qualitative feedback or strategic alignment.

• Engagement: Be prepared for questions throughout the presentation and engage in a conversational manner, demonstrating your passion and expertise.

📝 Enhancement Note: Be ready to articulate how your service design skills can directly contribute to Lloyds Banking Group's mission of "helping Britain prosper" and their digital transformation goals. Emphasize your ability to balance user needs with business objectives and regulatory constraints.

📌 Application Steps

To apply for this Service Designer position:

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

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating impact in digital experience design, agile environments, and ideally, financial services. Clearly articulate your role and the tangible outcomes.

• Resume Optimization: Ensure your resume clearly lists your experience with service design methodologies, agile practices, stakeholder management, and user research. Use keywords from the job description to align with ATS scanning.

• Interview Preparation: Practice presenting your portfolio case studies, focusing on clear storytelling, process articulation, and quantifiable results. Prepare answers for common service design and behavioral interview questions.

• Company Research: Thoroughly research Lloyds Banking Group's mission, values, recent digital initiatives, and their strategic approach to customer experience and service design.

⚠️ 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.