UX Service Designer

Role: UX – Service Designer

Contract: Fixed Term

Contract Length: 21 Months

Shift pattern: Full Time

Location: London or Nottingham

Closing date: 6th June 2025

Recruitment Partner: Matthew Nelligan

About the role

There has never been a more exciting time to join the Digital team at Boots as we embark on a complete digital overhaul and take a leap forward into our future. This isn\’t just about implementing new systems; it\’s a replatform that will redefine our entire operating model to provide an exceptional digital experience for our customers, empowering our team members with intuitive and agile tools.

We are \’One Team\’ — whether working on long-term changes or delivering day-to-day business, every role is important to bringing our goals to life. Do you want to be part of this exciting moment in our company\’s history? This is your chance to play a role in a far-reaching programme that will significantly improve our customers and colleagues, enhance performance, and support our commitment to being the UK and Ireland\’s premier choice for health and beauty.

As a proud equal opportunity employer, we passionately embrace team member diversity and provide a positive and inclusive working environment for all.

We\’re looking for a Service Designer to join our growing User Experience (UX) team at Boots. Your role involves creating holistic user journeys by identifying and bridging experience gaps between Product squads. You\’ll work across the user-centred design process, from understanding problems and conducting initial research to developing design concepts. Collaboration with Product Designers, Product Managers, User Researchers, SMEs across the business, Marketing, and external partners is essential to ensure impactful communication of user insights.

What you\’ll need to have

• Collaborate within Product teams to deliver insights that inform product strategy and design.
• Build relationships with cross-functional teams including Product, Optimisation, Marketing, Voice of the Consumer, and other Boots UK colleagues to improve experiences for colleagues and customers.
• Design and develop complex user flows, journey maps, and visual aids to enhance Boots.com user experiences.
• Support Product Designers in creating design concepts that communicate experience visions effectively.
• Conduct user research or support our User Research team in evaluating current services.
• Visualize customer insights by working with UX Research, Voice of the Consumer, Data, and Analytics teams for SMEs and Product teams.
• Advocate for user-centered design principles throughout the product lifecycle.
• Seek peer feedback proactively to improve ways of working.
• Stay updated on industry trends and design technologies to continuously improve outputs.

Preferred qualifications and skills

• Bachelor\’s degree in Design, HCI, Interaction Design, or a related field; Master\’s preferred.
• 2-4 years of professional experience as a Service Designer, preferably in private or public sectors.
• Strong portfolio demonstrating discovery research, design concepts, and evaluation research.
• Proficiency in Figma and UserTesting.com.
• Experience with user-centered design principles and methodologies.
• Experience with generative/evaluative User Research and usability testing; Object-Oriented UX experience is a plus.
• Excellent communication skills to articulate design decisions.
• Collaborative, proactive, self-motivated, and curious to learn.
• Please include a portfolio or work samples showcasing your design and problem-solving approach.

Our benefits

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced parental leave pay and adoption benefits
• Flexible benefits scheme including additional holidays, gym discounts, life assurance, activity passes, and more.
• Access to free, 24/7 counselling via TELUS Health.

Additional benefits are available; details at boots.jobs/rewards. Salary estimates on third-party sites are not endorsed by Boots.

Why Boots

We foster an inclusive environment where everyone can be themselves and reach their potential. We are proud to be an equal opportunity employer, embracing diversity and inclusion. Together, with you, we aim to make positive changes.

What\’s next

If successful, our talent partners will contact you to discuss the next steps. We are open to part-time or job share options and provide reasonable adjustments during the application and interview process. This role requires a pre-employment check, such as DBS, PVG, or Access NI, depending on location. Boots is a \’Ban the Box\’ employer and considers applicants with criminal convictions on a case-by-case basis.

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