Senior Service Design Specialist in Skipton

We’re looking for a Senior Service Design professional with a strong background in the service design discipline. This role is ideal for someone who has delivered high-quality service design work across complex, end-to-end journeys, and is confident working within multidisciplinary, outcome-focused teams.

You’ll bring a deep understanding of core service design methods — including service blueprinting, journey mapping, systems mapping and service concept development — alongside a strong working knowledge of UX design and user research, and how these disciplines integrate within agile product teams.

If you put the customer at the heart of everything you do, thrive in a fast-paced, agile environment, and have a track record of designing and delivering seamless, end-to-end experiences that transform how customers interact with organisations, we’d love to hear from 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.

Diversity and inclusion are a priority for us as we continue to support our members and represent the communities we serve. We encourage applications from individuals of all backgrounds, ethnicity, gender identity, sexual orientation, disability, neurodiversity, age, family or parental status, beliefs, nationalities and religions - supporting an inclusive environment for all our colleagues to bring their true selves to Skipton.

If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to discuss making reasonable adjustments to our processes for you. Please contact our Talent Acquisition team at talentacquisition@skipton.co.uk.