Service Designer in Cardiff

Legal & General (L&G) is a leading UK financial services group and major global investor. We've been safeguarding people's financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer. Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023. Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.

We're looking for an experienced Service Designer to help shape the end-to-end onboarding experience for our institutional retirement clients. This is a newly created role within LGIR COO and an opportunity to establish service design in an area undergoing significant transformation. You'll look beyond individual screens or isolated processes, joining the connections between client needs, internal operations, product and technology to create services that work coherently from beginning to end. Onboarding will be your initial focus, but the opportunity is broader. You'll help build practical service-design capability across the division, introduce meaningful ways to measure services and support teams to make better, evidence-led decisions. You do not need a pensions or insurance background. What matters is credible service-design experience, sound judgement and the ability to influence across a complex organisation.

What you'll be doing:

• Designing and evolving the end-to-end institutional client onboarding service
• Connecting client needs with internal journeys, processes, operations and technology
• Mapping service journeys, touchpoints, dependencies and areas of friction
• Conducting customer research and testing services and propositions
• Defining service measures and using evidence to prioritise improvements
• Creating service blueprints, wireframes and prototypes to communicate ideas
• Partnering with product managers and cross-functional teams to deliver change
• Coaching teams in practical service-design and design-thinking approaches

Who we're looking for:

• Proven experience designing complex end-to-end services
• Strong knowledge of service-design and design-thinking methods
• Experience connecting customer journeys with operational and technical delivery
• Evidence of working effectively in a large or complex organisation
• Strong stakeholder-management, communication and facilitation skills
• Experience using insight, research and testing to inform decisions
• Confidence helping cross-functional teams apply service-design approaches
• Familiarity with accessibility standards and tools such as Figma or equivalent would be beneficial

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There's also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are many discounts we offer - both for our own products and at a range of high street stores and online
• We're creating net-zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in-person experience

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. If you join us, you'll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel. We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. It doesn't matter if you don't meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.