Squad Lead / Service Designer (12-Month FTC)

End Date

Monday 24 November 2025

Salary Range

£90,440 - £106,400

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Lloyds Banking Group is the UK’s leading bank with over 30m customers and its biggest digital bank, with over 20 million active online customers. We’ve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.

We serve millions of customers every day, from individuals and families to large businesses and corporations. This means we’re well-placed to help Britain prosper by shaping the way we spend, save and borrow.

You’ll be part of Enterprise Experience Design and aligned to our Agentic & AI Platform, working with colleagues to deliver great core capabilities to the wider group – from conversational experience to agentic AI frameworks and GenAI to conversational memory.

As the squad lead you will be a 'player-coach', working as both a Service Designer and a team lead responsible for a multi-skilled design squad, helping ensure our AI capabilities offer a great experience to colleagues and customers alike.

Job Description

JOB TITLE: Squad Lead / Service Designer (12-Month FTC)

LOCATION: Bristol / Leeds / Manchester
SALARY: £90,440 - £106,400

HOURS: Full-Time

DURATION: 12-Month Fixed-Term Contract

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office with occasional visits to other sites – e.g. Manchester, Halifax, Bristol, Edinburgh and London.

About this opportunity

We are working with our Agentic & AI Platform, helping define our approach to delivering core capabilities that be adopted by and scale across the Group. We’re looking for someone to help create seamless experiences for colleagues and customers, work closely with Product Owners & Engineering colleagues and foster a customer first mindset within the Platform.
 

You’ll love your craft and enjoy sharing your knowledge with others. Whether that’s advocating for Service Design with product teams, defining new ways of working or helping evolve your craft. You’ll have a broad understanding of other design crafts (Interaction, UX, Research, Content etc.), respect the input from other designers but be able to lead your design squad.

It’ll be your role to:

• Lead your design squad to deliver great colleague and customer experiences.
• Help Product Owners & Engineering colleagues establish a customer-first mindset.
• Influence Platform colleagues regarding the value of Design Thinking, Prototyping and Story Telling, ensuring they value the impact Experience Design can bring
• Work effectively and confidently as part of agile teams to help uncover priorities, map journeys, visualise outcomes, and define scope.
• Help shape the future of our Agentic & AI capabilities, ensuring they align to business need and are easily adoptable by our colleagues.
• Understanding the different personas involved - colleagues and customers - and identify the ‘jobs to be done’. Build Journey Maps, Service Blueprints and Customer Lifecycle Models as appropriate.
• Understand where Design Research, Design Analytics, Interaction Design, UX Design and Content Design can add value to our work and promote their inclusion.
• Make good design decisions, bring the user perspective to the forefront and challenge the validity of constraints.
• Take ownership for your own development.
• Collaborate closely with other designers, product owners, and engineers.
• Be an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service, and customer journeys.

What you'll need

• Solid experience as Service Designer, ideally in a large, complex organisation where you have worked closely with technology colleagues. You’ll be highly knowledgeable on a range of craft skill, including personas, service blueprints, customer journey maps, customer lifecycle management and storytelling.

• You’ll have knowledge of Agentic AI, GenAI and related fields. You’ll understand the design challenges of delivering underlying capabilities that are used to deliver an array of customer-facing solutions.

• We’re looking for someone who can work collaboratively as part of a design team and take full ownership of their design squad output. You'll be confident when presenting work to stakeholders.

• We’re looking for someone with a highly motivated, proactive, and driven approach to achieving individual and collective goals coupled with the ability to help cultivate an environment that encourages innovation and continuous improvement.

• You’ll have strong relationship building skills and an innovative approach to problem solving and will be credible when dealing with senior audiences; with the confidence to provide a healthy challenge where appropriate.

• You’ll also possess calmness and resilience when under pressure, and the ability to proactively identify new or potential risks and respond to emerging priorities.

• Additionally, you’ll have strong communication skills; effective in communicating ideas, issues, and implications to senior, technical and non - technical audiences and will have experience in research and design thinking methods.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
 

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.
 

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know
 

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• Annual performance-related bonus scheme

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready to start growing with purpose? Apply today and let’s create something extraordinary together!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.