About this role
Salary: £70,000 - 70,000 per year
Requirements: Expertise in Service Design across digital and customer-facing channelsIn-depth understanding of technology, how it interfaces with and constrains customer experiences, and how to innovate experience using novel technical or customer experience approachesAbility to make informed technology recommendationsExperience of developing patterns, principles, and end-to-end service modelsProven ability to shape enterprise service experiences rather than individual journeysDeep understanding of inclusive design and how to deliver inclusively across the full service stack, including customer journeys, process, policy, and technologyProven track record of designing excellent services that deliver customer and commercial benefitsAbility to coach more junior team members in technical skills and strategic thinkingDemonstrable experience in systems thinking, process design, blueprinting, and operating model alignmentCredibility with senior leaders across Digital, Customer Services, and TechnologyUnderstanding of AI and how it can influence good servicesKnowledge of D365 is an advantage Responsibilities: Work as part of our Service Design team across our customer-facing channels, including digital, telephony, and retailContribute to strategic thinking across all customer channels and drive service innovation across the YBS groupDevelop standards, patterns, and principles for backstage operationsDeliver service designs that keep customers and colleagues needs at the centre of our servicesEnsure our services are consistent across channels, robust, inclusive, FCA compliant, and support commercial targets and strategyAnalyse backstage technology and processes to identify opportunities for automation, including RPA and Agentic AIDevelop service design architecture components, including standards, patterns, principles, and end-to-end service modelsProvide hands-on guidance and feedback to more junior Service DesignersAct as a positive role model and help ensure our teams work meets high standards of qualityContribute to a community of best practice for Service Design across YBSDrive uptake and engagement in service design thinking across the organisation Technologies: Agentic AIAISupportRPAUX UI Design More:
We are a friendly, enthusiastic, and supportive Experience Design team at YBS, working through an exciting transformation journey and offering the opportunity to make a real impact. This is a senior Service Designer role on a 12-month fixed-term contract, with hybrid working that combines remote work and some onsite presence in our central Leeds offices. We offer a strong benefits package that includes our pension scheme with up to 11% from us, an on-target bonus of 7% with the potential to earn up to 15%, access to brilliant health benefits, life assurance at 6 times your salary, 25 days holiday with the option to buy more, cycle to work or an interest-free loan for an annual ticket, wellbeing resources and tools, and retail and leisure discounts.
last updated 32 week of 2026