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- Tasks: Lead the design of consumer experiences in motor finance and shape strategic projects.
- Company: Join a respected in-house design team within a medium-sized banking group.
- Benefits: Competitive salary, comprehensive benefits, performance bonus, and clear progression opportunities.
- Why this job: Make a real impact on customer experiences while working with cutting-edge AI technologies.
- Qualifications: Experience in designing consumer-facing products and understanding of behavioural patterns.
- Other info: Dynamic environment with opportunities for leadership and growth.
The predicted salary is between 76000 - 114000 £ per year.
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.
Lead Service Designer employer: Futureheads Recruitment | B Corp™
Contact Detail:
Futureheads Recruitment | B Corp™ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Designer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your best work and showcases your design process. When you get the chance to chat with hiring managers, use this as a conversation starter to demonstrate your expertise.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their design philosophy and be ready to discuss how your experience aligns with their goals. This will help you stand out as a candidate who truly gets them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to our exciting projects.
We think you need these skills to ace Lead Service Designer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Lead Service Designer role. Highlight your experience in designing consumer-facing products and how you've tackled complex problems in the past. We want to see how you can bring energy and curiosity to our team!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your previous work that show how you've influenced decisions and created momentum in projects. This will help us understand your approach to service design and systems thinking.
Be Authentic: Let your personality shine through in your application. We value authenticity and want to know what excites you about this role and how you can contribute to our team's success. Share your passion for design and customer experiences!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values!
How to prepare for a job interview at Futureheads Recruitment | B Corp™
✨Know Your Design Principles
Before the interview, brush up on key service design principles and methodologies. Be ready to discuss how you've applied these in past projects, especially in consumer-facing environments. This will show your depth of knowledge and practical experience.
✨Showcase Your Problem-Solving Skills
Prepare specific examples where you've tackled complex problems in service design. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your thought process and demonstrate your ability to bring clarity to complexity.
✨Understand the Company’s Vision
Research the banking group and their current initiatives, especially around AI and customer experience. Tailor your responses to align with their goals and show how your skills can contribute to their exciting phase of investment.
✨Be Ready to Discuss Leadership
As a Lead Service Designer, you'll likely be moving into people leadership. Prepare to talk about your leadership style and experiences. Think about how you can inspire and guide a growing team while maintaining high design standards.