Responsibilities
- Design‑Led Discovery & Insight Sensemaking – Leads discovery, synthesises insights across customer, market, and data signals, and frames opportunities in low‑information environments.
- End‑to‑End Service Architecture & Systems Thinking – Designs service blueprints and maps dependencies across journeys, operations, platforms, and teams.
- Decision Leadership & Experimentation – Applies hypothesis‑led thinking, JTBD, and lightweight experimentation to guide product and service direction.
- Technical & Operational Awareness – Designs within platform, API, and legacy constraints while using AI/LLM tools responsibly to accelerate service design workflows.
- Co‑Creation & Collaborator Facilitation – Brings together business, engineering, and customer perspectives to align desirability, feasibility, and viability.
Desirable Skills & Experience
- Value proposition and business model design
- Operating model and service scaling experience
- Speculative / future‑back design approaches
- Coaching and craft leadership within innovation teams
- Outcome‑focused attitude using metrics and analytics
The Group Innovation team sits within the GCOO organisation and focuses on turning bold ideas into real, scalable outcomes. Working in a fast‑paced, startup‑like environment, the team rapidly explores and validates new opportunities by testing customer desirability, business viability, and technical feasibility.
Through experimentation, design, and cross‑functional collaboration, Group Innovation helps shape future propositions, unlock new growth areas, and bring groundbreaking concepts from idea to delivery.
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop.
We're disability confident. If you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
Benefits
- A generous pension contribution of up to 15%
- An 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
