We’re looking for a Service and UX Designer to help shape seamless, user-centered experiences across both digital products and broader service ecosystems. This hybrid role combines service design focusing on people, processes, and touchpoints with UX design, which hones in on the interaction between users and digital interfaces. You’ll map end-to-end journeys, identify pain points, and design integrated solutions that align business goals with user needs.
You’ll also lead user research, create wireframes and prototypes, and iterate designs based on usability testing. Collaboration is key, as you’ll work cross-functionally with stakeholders to ensure every touchpoint—whether digital, physical, or human—is intuitive and effective. This is a great opportunity to influence how services are delivered and experienced at scale.

To be successful as a UX Designer, you should have experience with:

• Proven experience in both service design and UX design, with a portfolio demonstrating end-to-end journey mapping and interface design.
• Proficiency in design tools (e.g., Figma, Sketch, Adobe XD) and user research methodologies.
• Ability to collaborate across departments and communicate design decisions clearly to technical and non-technical stakeholders.
• Experience conducting usability testing and iterating based on feedback.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.
Your role can be located from our Glasgow or London office.

ACCOUNTABILITIES

• Development of strategic direction for product development UX, including the implementation of up to date methodologies and processes.
• Management of product development UX initiatives, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. .
• Relationship management of product development UX stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for product development UX.
• Management of product development UX risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s product development UX and compliance functions. .
• Monitoring the financial performance of the product development UX department, including revenue, profitability, and cost control.
• Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.

To manage product development UX and set the strategic direction. Provide support to the bank’s senior management team, and to manage product development risk across the organisation.