About this role
Salary: £70,000 - 70,000 per year
Requirements: Expertise in Service Design across digital and customer-facing channelsExperience developing a Service Design capability and driving adoption in a complex organisationIn-depth understanding of digital technology, how it interfaces with customer experiences, and how to innovate using novel technical or customer experience approachesOutstanding facilitation and influencing skills, including at C-suite levelDeep 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 the team in technical skills and strategic thinkingAbility to work with ambiguous and complex information to deliver strong customer and business outcomesAbility to build capability in a team in these areasBroad understanding of AI and how it can influence good servicesKnowledge of MS365 is an advantage Responsibilities: Lead and manage the Service Design Team across our customer-facing channels, including digital, telephony, and retailSet the direction for the team so we contribute to strategic thinking across all customer channels and drive service innovation across the groupLead the service design capability with a primary focus on the front stage across all channelsEnsure customer needs are at the centre of our services and that services are consistent, robust, inclusive, FCA compliant, and aligned to commercial targets and strategyDevelop our emerging Service Design capability to support the transformation programme and wider group strategyProvide guidance and feedback to maintain high standards of qualitySupport Service Designers in influencing strategic decisions across services and journeysAct as the point of escalation for disputes between stakeholders that the team cannot resolveLead and embed a community of best practice for Service Design across the organisationDrive uptake and engagement in service design thinking across YBSManage the demand pipeline using effective resourcing strategies and stakeholder engagementWork collaboratively to advocate for the customer and deliver great services Technologies: AISupport More:
We are a friendly, enthusiastic, and supportive Experience Design team at a pivotal point in our transformation journey. This is a hybrid role with remote working and some onsite presence in our central Leeds offices. It is a fixed-term contract for 12 months, offering the opportunity to shape direction, drive improvements, and make a real impact. We also offer a wide range of benefits, including a pension scheme with up to 11% from us, an on-target bonus of 7% with the opportunity 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 interest-free annual ticket loan, wellbeing resources and tools, and retail and leisure discounts.
last updated 32 week of 2026