How you'll help us live our purpose
We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.
It's a purpose that drives everything we do. And you can play your part too – join our Customer Change & Business Readiness team as Service Architect.
How you'll make a difference
You'll connect customer journeys to the Society's Customer Experience (CX) strategy, shaping how services work together rather than designing one journey in isolation. With a customer-first mindset, you'll turn the Society's customer and colleague experience ambition into practical frameworks, clear governance and reusable service patterns that teams can apply at scale.
Working across journeys, you'll proactively identify common building blocks and opportunities to reuse them, rather than waiting for individual projects to arrive. You'll translate conceptual architecture into usable standards, principles, service models and design artefacts that help Service Designers create simple, personal and human services.
You'll work with enterprise, business and technology architects to connect the customer perspective with the wider organisation's processes, operating models and technology. Through clear design standards and governance, you'll help journeys fit together into consistent, coherent services that are inclusive, accessible and equitable by design, while remaining operationally viable, compliant and sustainable.
This is a customer-side service architecture role. Its focus is on the frameworks and patterns that connect journeys.
What will you bring to the role?
Significant experience in service design, customer experience design or experience architecture within a complex organisation.
Experience shaping services across multiple customer journeys, with the ability to connect individual journeys to a wider CX strategy.
A proactive approach to identifying common needs and reusable building blocks across journeys, rather than responding only to individual project requirements.
Strong systems thinking and service blueprinting skills, with the ability to connect customer needs, processes and operating models.
Proven ability to turn conceptual architecture into practical, usable and scalable frameworks, design standards and reusable service patterns, supported by effective governance and assurance.
Credibility with senior leaders across CX, Technology, Operations and Risk, with the ability to explain complex ideas clearly and build agreement on a shared direction.
The ability to work with enterprise, business and technology architects to connect the customer perspective with wider organisational design and delivery.
Experience using behavioural insight to shape inclusive, accessible and equitable services and operating models.
And in return, you'll get the best from us:
Hybrid working – 2 days per week in the office
Annual bonus of up to 12%
Matched pension contributions up to 10%
26 days holiday, plus
Service Design Architect in Leeds employer: Leeds Building Society
At LBS, we foster a vibrant work culture that prioritises personal and professional growth, making it an exceptional place for the Director In-Business Risk role. With a commitment to supporting your career aspirations, we provide ample opportunities for development and a collaborative environment where you can truly thrive. Located in a dynamic setting, our organisation not only values your contributions but also encourages you to shape a fulfilling career path.
