Service Designer (12-Month FTC/Secondment)

📍 Job Overview

Job Title: Service Designer (12-Month Fixed-Term Contract/Secondment)

Company: Lloyds Banking Group

Location: Manchester, United Kingdom

Job Type: Full-Time, Contract

Category: Service Design / Innovation Operations

Date Posted: 2026-06-10

Experience Level: Mid-Senior Level (Implied by responsibilities and salary)

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

🚀 Role Summary

• Service Lifecycle Ownership: Drive the design and definition of end-to-end services, encompassing people, process, technology, and data within a dynamic innovation framework.

• Problem Framing & Solution Design: Lead discovery phases, synthesize complex insights from customer, market, and data signals, and effectively frame opportunities in ambiguous environments.

• Systems & Architecture Design: Develop comprehensive service blueprints and map intricate dependencies across customer journeys, operational processes, technology platforms, and organizational teams.

• Data-Driven Experimentation: Employ hypothesis-led thinking, Jobs To Be Done (JTBD) frameworks, and lightweight experimentation to guide product and service direction with evidence-based decision-making.

• Cross-Functional Collaboration & Facilitation: Foster co-creation by bringing together diverse perspectives from business, engineering, and customer stakeholders to ensure alignment on desirability, feasibility, and viability.

📝 Enhancement Note: This role is positioned within an "innovation environment" and specifically within the "Group Innovation team" sitting under the "GCOO organisation," indicating a focus on developing new business models, propositions, and growth areas. The emphasis on "MVP and scale" suggests a practical, outcome-oriented approach rather than purely conceptual design. The "12-Month FTC/Secondment" nature implies a project-based focus on delivering specific innovation outcomes within a defined timeframe.

📈 Primary Responsibilities

• Lead and facilitate design-led discovery workshops and activities to uncover customer needs and business opportunities.

• Synthesize qualitative and quantitative insights from various sources (customer research, market analysis, operational data) into actionable themes and problem statements.

• Develop detailed service blueprints, journey maps, and system diagrams to visualize end-to-end service flows and identify key touchpoints and dependencies.

• Collaborate closely with product managers, engineers, data scientists, and business stakeholders to ensure proposed service designs are technically feasible, operationally viable, and strategically aligned.

• Define and implement rapid experimentation strategies (e.g., A/B testing, user testing, pilot programs) to validate service concepts and gather evidence for decision-making.

• Utilize AI/LLM tools responsibly to enhance and accelerate service design workflows, such as content generation, analysis, or ideation support.

• Facilitate co-creation sessions to ensure alignment and buy-in from all relevant stakeholders across the innovation lifecycle.

• Translate service designs into Minimum Viable Products (MVPs) and contribute to strategies for scaling successful services.

• Contribute to the development of operating models and business models for new service propositions.

• Coach and mentor junior team members or stakeholders on service design principles and methodologies.

📝 Enhancement Note: The responsibilities clearly indicate a hands-on role in a fast-paced innovation setting, requiring the ability to navigate ambiguity and drive tangible outcomes from initial concept through to potential scaling. The inclusion of "AI/LLM tools" and "data signals" points towards a modern, tech-enabled approach to service design within a financial services context.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Business, or a related field is often preferred for roles requiring this level of analytical and strategic thinking.

• Equivalent practical experience demonstrating mastery of service design principles and methodologies will be highly valued. Experience:

• Significant experience (typically 5-10 years, implied by salary and responsibilities) in service design, UX design, innovation, or a related field, with a proven track record of designing and launching successful services or products.

• Demonstrated experience in leading design discovery phases and synthesizing complex information.

• Experience working within agile, lean, or startup-like environments. Required Skills:

• Design-Led Discovery & Insight Sensemaking: Proven ability to lead discovery processes, synthesize diverse insights (customer, market, data), and frame opportunities in ambiguous situations.

• End-to-End Service Architecture & Systems Thinking: Expertise in designing service blueprints, mapping dependencies across journeys, operations, platforms, and teams.

• Decision Leadership & Experimentation: Strong capability in applying hypothesis-led thinking, Jobs To Be Done (JTBD), and lightweight experimentation to guide strategic decisions.

• Technical & Operational Awareness: Understanding of platform, API, and legacy system constraints; ability to design within these parameters and responsibly leverage AI/LLM tools.

• Co-Creation & Collaborator Facilitation: Skilled in bringing together business, engineering, and customer perspectives to achieve alignment and drive consensus.

Preferred Skills:

• Value proposition and business model design experience.

• Experience with operating model design and service scaling strategies.

• Familiarity with speculative or future-back design approaches.

• Experience in coaching and craft leadership within innovation teams.

• An outcome-focused attitude with proficiency in using metrics and analytics to drive decisions.

📝 Enhancement Note: The "Essential Skills/Experience" listed are core to the role's function within an innovation team. The "Desirable Skills/Experience" indicate areas where a candidate can further differentiate themselves, particularly regarding business strategy and leadership. The implied experience level is based on the salary range and the depth of responsibilities described.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a clear process for moving from initial problem identification and insight gathering to a defined service concept.

• Showcase examples of service blueprints, user journey maps, and systems thinking diagrams that illustrate end-to-end service design.

• Include case studies detailing how hypothesis-led thinking and experimentation were used to validate or iterate on service designs.

• Provide examples of how technical and operational constraints were considered in the design process.

• Highlight instances of successful co-creation and facilitation with diverse stakeholder groups.

• Quantify the impact of designed services where possible, using metrics related to customer satisfaction, efficiency, or business outcomes. Process Documentation:

• Show evidence of structured approaches to problem framing and opportunity definition.

• Illustrate methodologies used for synthesizing research and data insights.

• Detail frameworks for mapping complex service ecosystems and dependencies.

• Document approaches to designing and implementing experiments for service validation.

• Showcase how user feedback and data are integrated into iterative design processes.

📝 Enhancement Note: For a Service Designer role, especially in an innovation context, the portfolio is paramount. It serves as tangible proof of their ability to apply design thinking and methodologies to solve real-world problems within a complex organizational structure. The focus should be on the process and the outcomes, not just the final artifacts.

💵 Compensation & Benefits

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

Benefits:

• Pension: Generous contribution of up to 15% from the employer.

• Bonus: Annual performance-related bonus.

• Share Schemes: Inclusion in share schemes, including free shares.

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

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

• Wellbeing: A range of wellbeing initiatives are offered.

• Parental Leave: Generous parental leave policies are in place.

Working Hours: Full-Time, approximately 40 hours per week.

📝 Enhancement Note: The salary range is competitive for a mid-to-senior level Service Designer in the UK financial services sector, particularly for a fixed-term contract that often commands a premium. The benefits package is comprehensive, reflecting Lloyds Banking Group's commitment to employee well-being and financial security. The mention of "Flexible Working Options" including "Hybrid Working" and "Job Share" indicates a modern approach to work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Large Enterprise (Lloyds Banking Group is one of the UK's largest financial institutions with tens of thousands of employees).

Founded: 2009 (Lloyds Banking Group formed through merger).

Team Structure:

• Group Innovation Team: Operates within the GCOO (Group Chief Operating Officer) organization, suggesting a focus on operational excellence, efficiency, and strategic initiatives.

• Startup-like Environment: The team works in a fast-paced, agile, and experimental setting, designed to foster rapid validation and development of new ideas.

• Cross-Functional Collaboration: Emphasizes close partnerships between innovation specialists, business units, engineering, and customer-facing teams.

Methodology:

• Experimentation-Driven: Focuses on rapid testing of customer desirability, business viability, and technical feasibility to de-risk new ventures.

• Design Thinking & Agile: Leverages design principles and agile methodologies to move from concept to delivery efficiently.

• Outcome-Oriented: Prioritizes tangible, scalable outcomes and the creation of future propositions and growth areas.

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

📝 Enhancement Note: Lloyds Banking Group is a well-established, large financial institution with a significant presence in the UK. The Group Innovation team operates somewhat independently, adopting a "startup within a large corporation" model to drive forward-thinking initiatives. This duality offers a unique environment where innovation can be pursued with the backing and resources of a major enterprise.

📈 Career & Growth Analysis

Operations Career Level: This role is a specialist individual contributor role at a mid-to-senior level, focusing on a specific craft (Service Design) within the broader innovation and operations umbrella. It requires significant expertise and the ability to lead complex design initiatives.

Reporting Structure: The role reports into the Group Innovation team, likely to an Innovation Lead, Head of Design, or similar senior role within that function, which itself sits within the GCOO organization.

Operations Impact: The Service Designer's work directly impacts the Group's future growth and competitiveness by shaping new digital services, customer experiences, and operational models. By validating new ideas and designing scalable solutions, they contribute to revenue generation, cost optimization, and customer retention.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as AI-driven service design, complex systems architecture, or ethical design practices.

• Leadership: Transition into a Craft Lead or Design Lead role within innovation, mentoring other designers and guiding design strategy for larger initiatives.

• Cross-Functional Exposure: Gain broader experience in business model innovation, product management, or operational strategy through close collaboration with other teams.

• Permanent Role Conversion: If successful in the FTC/secondment, there may be opportunities for permanent roles within the innovation team or other parts of the organization, depending on business needs and performance.

📝 Enhancement Note: The FTC nature of this role suggests it's project-driven, offering intense exposure to innovation processes. Growth here is likely measured by the success of the projects undertaken and the candidate's ability to influence outcomes, leading to potential leadership or permanent roles.

🌐 Work Environment

Office Type: Hybrid working model, requiring a minimum of 2 days per week (40% of time) in the Manchester office. Occasional travel to other Group locations (Leeds, London, Edinburgh) may be required.

Office Location(s): Manchester (Westminster House), with potential for collaboration or travel to Leeds, London, and Edinburgh.

Workspace Context:

• Collaborative Hub: The Manchester office likely serves as a hub for hybrid teams, fostering in-person collaboration, workshops, and team building.

• Innovation Ecosystem: The Group Innovation team's environment is described as fast-paced and startup-like, encouraging agility, experimentation, and open communication.

• Technology Integration: Expect access to modern collaboration tools and potentially specialized design software and AI/LLM platforms.

Work Schedule: Full-time (approx. 40 hours/week) with a hybrid arrangement offering flexibility in terms of where work is performed on non-office days, supporting effective service design and data analysis activities.

📝 Enhancement Note: The hybrid model balances the need for in-person collaboration essential in design and innovation with the flexibility desired by many professionals. The emphasis on the "startup-like environment" suggests a culture that values rapid iteration and open dialogue.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and/or a brief introductory call to assess basic qualifications and interest.

• Portfolio Presentation & Discussion: Candidates will be expected to present their portfolio, detailing specific projects, their role, the process followed, insights gained, and the outcomes achieved. This is crucial for assessing their design-led discovery, systems thinking, and experimentation skills.

• Skills-Based Interview: In-depth questions focusing on the "Essential Skills/Experience" to gauge practical application and problem-solving abilities. Expect scenario-based questions related to designing services in ambiguous or challenging contexts.

• Cross-Functional Collaboration Assessment: Questions or exercises to evaluate how candidates work with diverse teams (business, tech, customer) and facilitate co-creation.

• Final Interview: Potentially with senior stakeholders within Group Innovation or the GCOO organization to assess strategic fit, cultural alignment, and overall potential contribution.

Portfolio Review Tips:

• Structure is Key: Organize your portfolio to clearly articulate the problem, your process, your specific contributions, the insights derived, the solutions designed, and the measurable impact.

• Show, Don't Just Tell: Use visuals like service blueprints, journey maps, wireframes, and prototypes to illustrate your thinking.

• Highlight the 'Why' and 'How': Emphasize your rationale behind design decisions, the methodologies used (JTBD, experimentation), and how you synthesized information.

• Quantify Impact: Whenever possible, include metrics that demonstrate the success of your service designs (e.g., increased customer satisfaction, reduced operational costs, improved conversion rates).

• Tailor to the Role: Focus on projects that demonstrate experience in innovation, end-to-end service design, systems thinking, and working within complex organizational structures.

• Address AI/LLM Use: If applicable, be prepared to discuss how you've responsibly incorporated AI/LLM tools into your design workflow.

Challenge Preparation:

• Be ready for potential case studies or design challenges that simulate real-world problems faced by the Group Innovation team. These might involve framing an opportunity, sketching out a service concept, or outlining an experimentation plan.

• Practice articulating your thought process clearly and concisely, especially under time constraints.

• Prepare to discuss how you would approach a problem with limited information or in a rapidly changing environment.

📝 Enhancement Note: The interview process for a role like this will heavily rely on demonstrating practical experience and a structured, outcome-oriented approach to service design. The portfolio is the primary vehicle for this demonstration.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Tools such as Figma, Sketch, Adobe Creative Suite, Miro, Mural for ideation, wireframing, prototyping, and collaborative diagramming.

• Journey Mapping & Blueprinting: Specialized tools or templates within design suites for creating detailed service blueprints and customer journey maps.

• Research & Synthesis: Tools for qualitative data analysis and insight synthesis.

Analytics & Reporting:

• Familiarity with data analysis and visualization tools (e.g., Tableau, Power BI, Google Analytics) to understand user behavior, operational performance, and business metrics.

• Ability to interpret data signals to inform design decisions and measure outcomes. CRM & Automation:

• While not a direct CRM role, understanding how services integrate with CRM systems and automated workflows is beneficial. Experience with workflow automation concepts is a plus.

• Familiarity with common enterprise software stacks and APIs that might underpin financial services. Emerging Technologies:

• AI/LLM Tools: Explicitly mentioned as a tool to be used responsibly to accelerate workflows. Candidates should be comfortable exploring and integrating tools like ChatGPT, Bard, or other generative AI platforms for design-related tasks.

📝 Enhancement Note: The technology stack for a Service Designer in innovation will be a blend of design-specific tools, collaboration platforms, and analytical applications. The emphasis on AI/LLM tools indicates a forward-thinking approach to leveraging technology in the design process.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep understanding of customer needs and a commitment to designing services that deliver exceptional value and experience.

• Innovation & Agility: A drive to explore new ideas, experiment rapidly, and adapt to changing market conditions and technological advancements.

• Collaboration & Inclusion: A belief in the power of diverse perspectives and a commitment to co-creating solutions in an inclusive environment.

• Data-Driven Decision Making: A reliance on evidence, insights, and metrics to guide choices and measure impact.

• Purpose-Led: Alignment with Lloyds Banking Group's broader purpose to "help Britain prosper," translating into meaningful service design.

Collaboration Style:

• Cross-Functional Integration: Works seamlessly with business strategists, product managers, engineers, data scientists, and customer representatives.

• Facilitative Leadership: Guides group sessions, encourages participation, and helps teams reach consensus on complex design challenges.

• Feedback-Oriented: Open to constructive feedback and actively seeks input to refine designs and processes.

• Transparent Communication: Shares insights, progress, and challenges openly to ensure alignment and manage expectations.

📝 Enhancement Note: The team culture is likely to be a blend of the established corporate values of Lloyds Banking Group and the more agile, experimental ethos of the Group Innovation team. This means balancing structured processes with a willingness to take calculated risks and embrace new ways of working.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: Working in an innovation space often means dealing with ill-defined problems and evolving requirements. Developing strategies to create clarity and direction is key.

• Balancing Innovation with Enterprise Constraints: Designing novel services while adhering to the regulatory, technical, and operational frameworks of a large financial institution can be complex.

• Driving Adoption of New Methodologies: Introducing and embedding design-led approaches and experimentation within a large, established organization requires strong influence and communication skills.

• Measuring Impact of Innovation: Quantifying the success of early-stage innovations and demonstrating ROI to secure further investment can be challenging.

• Fixed-Term Contract Duration: Working within a 12-month timeframe requires a focused, results-driven approach to deliver maximum impact within the given period.

Learning & Development Opportunities:

• Applied Innovation Experience: Gain hands-on experience in developing and validating new business propositions within a leading financial services company.

• Exposure to Advanced Methodologies: Deepen skills in service design, JTBD, experimentation, and leveraging AI/LLM tools.

• Cross-Functional Skill Development: Learn about business model design, operating models, and product development from experts across different departments.

• Networking: Build relationships within Lloyds Banking Group's innovation ecosystem and broader GCOO organization.

• Potential for Future Opportunities: Demonstrating success in this FTC could open doors to permanent roles or future project engagements.

📝 Enhancement Note: The challenges presented are typical of innovation roles within large enterprises. The growth opportunities are substantial, offering a chance to develop highly sought-after skills in a dynamic environment.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service in a highly ambiguous or information-poor environment. What was your process, and what were the key insights?" (Focus on discovery, sensemaking, and framing)

• "Walk me through a service blueprint or journey map you've created. What dependencies did you identify, and how did you address them?" (Focus on systems thinking and end-to-end design)

• "How have you used hypothesis-led thinking or experimentation to guide product or service direction? Provide a specific example." (Focus on decision leadership and validation)

• "Describe a situation where you had to bring together diverse stakeholders (e.g., business, tech, customers) to co-create a solution. What challenges did you face, and how did you overcome them?" (Focus on facilitation and collaboration)

• "How do you ensure your service designs are feasible within technical and operational constraints? Can you give an example?" (Focus on technical awareness)

• "How do you see AI/LLM tools impacting the service design process?" (Focus on responsible AI integration) Company & Culture Questions:

• "What do you know about Lloyds Banking Group's innovation efforts or its purpose to 'help Britain prosper'?" (Demonstrate research and alignment)

• "How would you contribute to a fast-paced, startup-like innovation team within a large corporate structure?" (Assess adaptability and cultural fit)

• "How do you approach collaboration with engineering or business teams who may have different priorities or perspectives?" (Evaluate cross-functional skills) Portfolio Presentation Strategy:

• Select 3-4 Strong Case Studies: Choose projects that best highlight your core skills in discovery, systems thinking, experimentation, and collaboration.

• Focus on Your Role: Clearly articulate what you did, not just what the team achieved.

• Structure Each Case Study: Problem -> Your Process -> Insights -> Solution -> Impact (quantified where possible).

• Visuals are Essential: Use your service blueprints, journey maps, and prototypes effectively.

• Be Prepared for Deep Dives: Anticipate questions about your decision-making, challenges, and alternative approaches.

• Practice Your Narrative: Ensure a smooth, engaging, and concise delivery.

📝 Enhancement Note: Interviewers will be looking for evidence of a structured, user-centric, and data-informed approach to service design, with a strong emphasis on practical application and collaboration within a complex organizational context.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application: Utilize the provided link to submit your CV and any requested supporting documents.

• Curate Your Portfolio: Select and refine 3-4 of your strongest service design projects that best showcase your expertise in discovery, systems thinking, experimentation, and cross-functional collaboration. Ensure your portfolio clearly articulates your role, process, insights, and outcomes.

• Tailor Your CV: Highlight keywords and experiences directly relevant to the job description, such as "Service Design," "Innovation," "Systems Thinking," "JTBD," "Experimentation," and "AI/LLM tools." Quantify achievements where possible.

• Research Lloyds Banking Group: Understand their purpose, values, and recent innovation initiatives to demonstrate genuine interest and cultural alignment. Prepare to discuss how your skills can contribute to their goals.

• Prepare for Portfolio Presentation: Practice articulating your case studies clearly, concisely, and engagingly, focusing on the 'why' and 'how' behind your design decisions and their impact.

⚠️ Important Notice: This enhanced job description provides a detailed overview based on the provided information and industry standards for Service Design and Innovation roles. Candidates should always refer to the official job posting for the most accurate and up-to-date details and tailor their application accordingly.