Service Designer in Glasgow

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Location: UK Hybrid - with occasional travel to a key hub

Contract Type: Permanent

Your next adventure starts here. It’s an exciting time at Virgin Money as we grow our Service Design Centre of Excellence (CoE) within our Products and Channels team. We’re on an exciting journey, and we’ve got big plans for the future. It’s a fun and fast‑paced place to be, and we want you to help take us to the next level.

Service Design is the craft of looking holistically at a customer's overall journeys as they interact with different products and services and design target experiences we want to create for our customers. We are looking for a talented, forward‑thinking Service Designer to join our team of highly skilled and passionate service design practitioners as we create market‑leading propositions and experiences for our customers.

What you’ll be doing:

• In this highly collaborative role, you’ll have a big impact on our organisation by shaping and improving how we design and deliver our services for customers.
• Your expertise will guide our strategic decisions, spark innovation, and ensure that we always prioritise our customer’s needs in the services we offer now and in the future.
• You will architect and partner with execution teams to enable ideal customer experiences, all while building the organization’s customer‑centric culture.
• The ideal candidate for this position is a proven practitioner with a high capacity for follow‑through, bringing together the science (data‑driven, analytic skills) and art (design) of Customer Experience strategy.
• You will be responsible for baselining and diagnosing ‘as is’ customer journeys and ideating target state design grounded in customer research and analysis to deliver good customer outcomes under the Virgin brand promise.
• You will identify key moments that matter along the customer journey lifecycle based on output and coordination with Customer Insight and Voice of Customer Analytics teams.
• Forensically dissecting critical experiences, taking account of how people, processes, and technologies result in current customer experiences you will co‑create new experience and process design with relevant cross‑functional stakeholders, taking into account budgetary and other operational realities.
• You will build the business case for making critical changes based on desired Service Design outcomes Journey and Insight Mapping.
• Create holistic service design blueprints, including integrated journey/process level mapping across CX, operations work‑flows and technology systems.
• Stay updated with industry trends and incorporate relevant insights into the service design strategy.

We need you to have:

• Experience as a Service Design practitioner, designing services that provide seamless and personalized experiences for customers within businesses of similar scale and nature.
• Expertise of process mapping, service blueprinting, being proficient in use of journey mapping tooling, such as Figma, MIRO, Visio.
• Extensive background in developing and implementing strategies that improve services to align with business goals and make customers happier.
• The ability to identify areas for improvement in services by aggregating and analysing customer feedback.
• Proficiency in creating and using metrics and indicators to measure service quality and make continuous improvements.
• Operational and digital strategy experience, in particular translating customer comments into strategic action while mapping customer journeys.

It’s a bonus if you have but not essential:

• Experience working in financial services in the UK.
• Experience working on large integration and/or migration projects.

Red Hot Rewards:

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance‑related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our flexible benefits scheme.
• Life assurance to provide peace of mind for you and your loved ones.
• Up to 2 days of paid volunteering a year.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we’re the UK’s first full‑service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun‑filled career journey.

Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full‑service banking provider.

Be yourself at Virgin Money:

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team at careers@virginmoney.com.

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit: Although some of our roles allow you to be based anywhere in the UK, we’ll need you to confirm you have the right to work in the UK. If you’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre‑employment checks – we’ll ask for six years of regulatory references, and once in the role, you’ll be subject to periodic employment checks.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology