Lead Service Designer

Lead Service Designer

Salary: £95,000 + comprehensive benefits package and performance bonus

We’re looking for a Lead Service Designer to join an established in‐house design team that works with the autonomy, pace and craft standards of an agency inside a medium‐sized banking group.

Over the past nine years, the team has grown into a 12‐person practice that’s well respected across the organisation. They’re now a go‐to partner for complex experiences across motor finance. Demand is high, leadership is supportive, and the team is entering an exciting phase of investment across AI, decisioning and customer platforms.

This is an opportunity to lead strategically important work in an environment where design has a seat at the table, is actively celebrated, and has a clear progression path into functional ownership.

What you’ll do:

You’ll operate at the intersection of customer strategy, business priorities and operational reality bringing clarity to complexity and helping the organisation move confidently towards a more direct‐to‐consumer future.

• Shape consumer experiences across the motor finance journey from acquisition to retention and exit.
• Map service ecosystems (processes, policies, data flows) to ensure solutions scale.
• Bring energy, curiosity and new ways of approaching problems.
• Establish reusable service design standards and patterns.
• Move into people leadership as the team grows owning a function and taking on direct reports.

Key projects you’ll influence:

• A significant investment in AI, including agentic AI pilots and contact‐centre enablement.
• A new Voice of the Customer capability feeding into decisioning and prioritisation.
• Customer lifetime value strategy (how they attract, retain and re‐engage customers across evolving purchase routes).
• Redesign and standardisation of existing journeys (identifying tactical fixes and longer‐term opportunities).
• A practical, high‐impact transformation programme.
• Remarketing, proactive retention and customer exit experience.

You’ll thrive here if you:

• Have experience designing for consumer‐facing products or services.
• Understand behavioural patterns across acquisition, servicing, retention and re‐engagement.
• Are excited by systems thinking but grounded enough to deliver pragmatic fixes when needed.
• Can create momentum, influence decisions and make complexity understandable.
• Enjoy the agency‐within‐an‐organisation dynamic—balancing autonomy with impact.