Senior Service Designer

We’re looking for a passionate, proactive Senior Service Designer to bring human-centred design into the heart of change delivery, ensuring that change is shaped not only around what needs to be delivered, but also around the people who will ultimately adopt and embed it, whether colleagues or customers. Working alongside Change Managers and delivery teams, you'll use service design methods to understand customer and colleague needs, experiences and environments, translating these insights into practical recommendations that influence both the solution and its implementation approach.

Through research, journey mapping, facilitation, prototyping and testing, you'll help create solutions that are intuitive, practical and grounded in real-world behaviours and experiences, improving business readiness, adoption and the likelihood of successful, sustainable outcomes.

This role sits within the Group Customer & Communications (GCC) Function. The function’s purpose is to understand our customers and create meaningful engagement opportunities, while delivering compelling experiences and communications. Customer Strategy, Marketing, Brand, Website, and Legal, Regulatory & Mandatory Communications all sit within GCC, alongside responsibility for our Social Impact agenda.

Working in GCC, you'll be part of a Change Team that ensures programme deliverables are aligned with wider integration and Society plans, drives progress through key milestones, mobilises resources, and brings project teams together behind shared goals, outcomes and delivery plans. This includes change activity owned by GCC to support the integration of the Nationwide and Virgin Money brands and customer propositions.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12-month secondment opportunity.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Swindon, London or Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works.

You can also find out more about our approach to hybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.