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.