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- Tasks: Design and deliver seamless customer experiences that transform interactions.
- Company: Join the fourth largest building society in the UK, owned by its members.
- Benefits: Enjoy flexible working, generous leave, bonuses, and health support.
- Other info: Collaborative environment with excellent career development opportunities.
- Why this job: Make a real impact on customer experiences in a vibrant team.
- Qualifications: Expertise in service design methods and strong communication skills.
The predicted salary is between 49600 - 71650 ÂŁ per year.
Hours: 35 hours per week, hybrid
Salary Range: Min: ÂŁ49,600 - ÂŁ71,650 Depending on experience
Closing Date: Sun, 24 May 2026
We are recruiting for a Senior Service Design Specialist to join our Journey Experience Team. If you put the customer at the heart of everything you do, enjoy working in a fast‑paced and agile environment, and have a talent for designing and delivering seamless end‑to‑end experiences that transform how our customers interact with us, then this may be the job for you!
Who Are We?
Not just another building society. Not just another job. We're the fourth biggest building society in the UK, and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members. Our colleagues say Skipton is a great place to work, and you could be one of them—bringing new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future.
You will be joining the Journey Experience team, consisting of:
- 2 Service Design Leads
- 4 Senior Service Design Specialists
- 3 Senior Researchers
- 6 Senior UX Design Specialists
Our core role is to shape and drive exceptional member experiences by designing simple, seamless experiences that deliver meaningful value for the business and our customers.
What’s In It For You?
Skipton values work/life balance, and we are proud to support hybrid and flexible working where possible. Our newly refurbished head office offers a vibrant and collaborative working space. We have a range of benefits available, including:
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays, rising by 1 day per year of service (up to 30 days)
- Holiday trading scheme allowing you to buy and sell additional annual leave
- Matching employer pension contribution (up to 10% per annum)
- Colleague mortgage (conditions apply)
- Salary sacrifice scheme for hybrid & electric cars
- A commitment to training and development
- Private medical insurance for all colleagues
- 3 paid volunteering days per year
- Diverse and inclusive colleague networks including Carers and Pride Alliance
- Health and wellbeing support, including cycle‑to‑work scheme and discounted gym memberships
What Will You Be Doing?
- Working within outcome‑focused product teams to design services that improve member experiences and deliver value against our corporate plan.
- Leading service design activities from discovery to delivery—including research synthesis, journey mapping, blueprinting, prototyping and testing.
- Turning qualitative and quantitative insights into clear service recommendations that influence product roadmaps, priorities and strategic decisions.
- Creating current‑ and future‑state service blueprints, customer journeys and system maps to uncover pain points, dependencies and opportunities.
- Facilitating workshops and co‑creation sessions with colleagues, partners and members to shape service improvements and innovation.
- Collaborating closely with UX, Product, Research, Compliance, Engineering and Business Analysts to ensure seamless end‑to‑end service delivery.
- Defining service KPIs, measuring performance and iterating services based on feedback, analytics and emerging regulatory or market needs.
- Embedding service thinking across teams by advocating for holistic, user‑centred, accessible and inclusive service design practices.
What Do We Need From You?
- Strong expertise in service design methods, including blueprinting, journey mapping, systems mapping, prototyping and service evaluation.
- Skilled facilitator with experience designing and running workshops and co‑creation sessions.
- Excellent communication and stakeholder‑management skills, able to simplify complexity and build shared understanding across teams.
- Confident systems thinker with a holistic view of how people, processes, technology and policies shape end‑to‑end services.
- Strong analytical and research skills, including interviews, contextual research and desk research.
- Proficiency with service and collaboration tools (e.g., Miro, Figma, Smaply).
- Good understanding of accessibility, inclusive design and human‑centred design principles.
- Knowledge of UX, user research and content design to support joined‑up service delivery.
- Hands‑on experience delivering end‑to‑end service design, including prototyping and user testing.
- Ability to influence priorities and drive meaningful change through clear, structured storytelling and evidence‑based recommendations.
- Experience applying user‑centred design principles to create, refine and retire services.
Senior Service Design Specialist employer: Skipton Building Society
Contact Detail:
Skipton Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Design Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect 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
Prepare for interviews by practising common questions and scenarios related to service design. Think about how your skills can transform customer experiences and be ready to share specific examples from your past work.
✨Tip Number 3
Showcase your portfolio! Make sure it highlights your best work in service design, including journey maps and prototypes. This is your chance to visually demonstrate how you put customers at the heart of your designs.
✨Tip Number 4
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 mission.
We think you need these skills to ace Senior Service Design Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Service Design Specialist role. Highlight your experience in service design methods and how you've put customers at the heart of your projects. We want to see how you can bring value to our Journey Experience Team!
Showcase Your Skills: Don’t just list your skills—show us how you've used them! Whether it's journey mapping or facilitating workshops, give us examples of how you've made a difference in previous roles. This is your chance to shine and demonstrate your expertise!
Be Authentic: Let your personality come through in your application. We’re looking for someone who fits into our collaborative culture, so don’t be afraid to show us what makes you unique. Share your passion for service design and how you approach problem-solving!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details about the role and our company culture there. We can’t wait to hear from you!
How to prepare for a job interview at Skipton Building Society
✨Know Your Service Design Inside Out
Make sure you brush up on your service design methods, especially blueprinting and journey mapping. Be ready to discuss how you've applied these techniques in past projects, as this will show your expertise and ability to deliver seamless experiences.
✨Showcase Your Collaboration Skills
Prepare examples of how you've facilitated workshops or co-creation sessions. Highlight your communication skills and how you've built shared understanding among diverse teams. This is crucial for a role that requires collaboration with UX, Product, and other stakeholders.
✨Bring Data to the Table
Be ready to discuss how you've used qualitative and quantitative insights to influence service design decisions. Share specific instances where your analytical skills led to meaningful changes in service delivery, as this aligns perfectly with what they're looking for.
✨Emphasise User-Centred Design Principles
Familiarise yourself with accessibility and inclusive design principles. Be prepared to talk about how you've applied user-centred design in your previous roles, as this will demonstrate your commitment to creating exceptional member experiences.