Lead Service Designer, Everyday Banking Platform (12-Month FTC)

Lloyds Banking Group is the UK’s leading bank with over 30 million customers and its biggest digital bank, with over 20 million active online customers. We’ve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.

We serve millions of customers every day, from individuals and families to large businesses and corporations. This means we’re well-placed to help Britain prosper by shaping the way we spend, save and borrow.

About this opportunity:

We have 2 opportunities for senior roles in the Everyday Banking Design team. One will be a Squad Lead who'll lead the Experience Design team for one of our flagship Labs (this includes line management responsibility); the other is for a Lead Service Designer / Experience Strategist who'll be hands-on with leading work and spearheading the development of an experience-led product vision for their Lab.

We’re looking for people who lead the way in creating seamless digital experiences for our customers, to build advocacy and advance the practice of Service Design across the Group. As a Lead Service Designer, you’ll work within our team of designers, researchers and strategists from diverse backgrounds who work across all areas of the organisation.

You’ll be comfortable in all aspects of service design – from needs definition, journey mapping, blueprinting and storytelling to facilitating workshops and being the subject matter expert in design thinking methods, using evidence to influence internal customers. You’ll love your craft and enjoy developing others across the business.

You’ll also be:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes, and define scope.
• Facilitating workshops and discussions with internal customers, making sure the business context, needs and risks are properly understood, and that key decisions are well informed.
• Communicating with colleagues and internal customers to manage expectations and incorporate multiple perspectives when defining solutions.
• Researching and documenting current-state services and experiences and communicate future-state services.
• Leading others to make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints.
• Taking ownership for your own and others’ development and help them to succeed through coaching and mentoring.
• Collaborating closely with other designers, product owners, and engineers.
• Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service, and customer journeys.

What you’ll need:

You’ll be a highly motivated, proactive and driven individual with the ability to cultivate an environment that encourages innovation and continuous improvement. You’ll have strong relationship building skills, who can use empathy to find opportunities to bring people together and will be credible when dealing with senior audiences; with the confidence to provide a healthy challenge where appropriate.

Additionally, you’ll have a calm and resilient approach when under pressure, and the ability to proactively identify new or potential risks and respond to emerging priorities. You’ll also have:

• An innovative approach to problem solving, and the skill to bring others on the journey with them and encourage their input.
• Exceptional communication skills and prowess in effectively communicating ideas, issues, and implications to senior, technical and non-technical audiences.
• Experience in research methods to inform design choices.
• Highly experienced in ‘design thinking’ methods and being able to facilitate with confidence.

About working for us:

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• A discretionary annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!

At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you’ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you’ll have many opportunities to learn, grow and develop.

We’re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

With 320 years under our belt, we’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.