Senior Service Designer

Nationwide Building Society; Dunfermline; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A prominent building society is seeking a Senior Service Designer to enhance customer experiences in Dunfermline and surrounding regions. The role involves creating aligned business narratives and service improvements, collaborating with diverse teams to deliver innovative solutions. Candidates should have extensive experience in service design, storytelling, and stakeholder management. The position supports hybrid working and offers comprehensive employee benefits. Apply today for this opportunities to impact their 15 million customers positively.

Benefits

Private medical insurance

Competitive pension

Annual performance related bonus

Career development opportunities

Salary sacrifice benefits

Life assurance

Access to health and wellness options

Paid volunteering days

Qualifications

• Extensive experience with Service Design across large programmes.
• Exceptional storytelling skills for stakeholder engagement.
• Ability to work in multidisciplinary teams and deliver work on time.
• Expertise in industry-standard Service Design tools and methodologies.
• Strong analytical skills with varied data sources.
• Ability to develop Service Design artifacts.
• Understanding of customer research methodologies.

Responsibilities

• Create understanding of services and identify opportunities for improvement.
• Work with stakeholders to analyse current state services.
• Shape business narratives to influence change.
• Ensure quality and efficiency in Service Design activities.

Skills

Extensive experience of Service Design

Business storytelling

Self-organization and planning

Service Design tools and methodologies

Qualitative and quantitative analysis

Visual communication

Facilitation skills

Tools

Miro

Figma

Job description

Channel Support Business Operations & Strategy

Location Swindon / Wiltshire Other Locations Northampton / Northamptonshire
Bournemouth / Dorset
Dunfermline / Fife Region Salary From £75,000 Contract Permanent ( Full Time ) Reference 762 Closing Date 28 December 2025

Across Mortgages in Nationwide, we have an important journey ahead of us to build and maintain our position in the mortgage market and respond to changing customer needs, guided by our strategic drivers of more rewarding relationships, simply brilliant service, focused fit and fast, and beacon for mutual good.

Understanding of our customer needs and continuing to evolve and develop our experience strategy will be central to enabling us to deliver against this strategy and evolve Nationwide to be the building society of the future.

We’re looking for a Senior Service Designer to join our Service and Operational Excellence capapbility. Working in the Experience Strategy Landlord team, you will play a core role in driving understanding of how our services are delivered today, the opportunity spaces for customer and commercial improvement, and shaping future states in line with the strategic business priorities.

At Nationwide we openly put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focussed.

This role is within the Business Operations function of Mortgages, which is the shared service team responsible for enabling the wider business function to execute against our strategy through:

bringing together the holistic business unit vision and priority outcomes, providing independent challenge and support to drive performance, risk and controls, defining customer, broker and landlord experience through journeys and processes, shaping and delivering our colleague enablement and engagement strategy and plan, and leading our business change and business readiness agenda.

As part of the Service and Operational Excellence team within Business Operations, we’re responsible for defining, designing, and delivering frictionless, useful experiences for our customers to meet their mortgage needs. We research, we iterate, we craft, we strive – and we do it all to make sure our customer have experiences that are memorable, for all the right reasons, on every channel.

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

The working hours (per week) for this role can be between 28 and 35.

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 either our Swindon, Northampton, Dunfermline or Bournemouth office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, please please apply as soon as you can.

What you’ll be doing

As Senior Service Designer, you will be responsible for creating holistic and joined up understanding of our services, identifying where our service is not meeting customer needs or expectations, and articulating the business value of these opportunities to core stakeholders in our landlord business, The Mortgage Works. Working with colleagues and stakeholders, you'll collate and analyse multiple data and research sources to document our current state service and design future states. You'll work closely with Research to drive understanding of our customer journeys and enrich the service view with customer and colleague insight, ensuring our strategic decisions around product, propositions, and service are rooted in evidenced customer need.

You will shape the story of what we do back into the business, aligning your design narrative to the core business challenges and priorities of senior stakeholders to influence and drive change. You will support this through the shaping, sizing, and value articulation of opportunities.

You will also ensure the quality and efficiency of service design activity conducted by you and others across the programme. We’ll also look to you to bring a senior and commercially-minded view towards informing priorities and scopes of work against the strategic business priorities and key performance measures.

We work in a multi-disciplinary environment, so you’ll be collaborating with our Researchers, Process Improvement teams, Product Managers, Customer Journey Managers, Experience Designers (UX, UI and Content), and other Service Designers.

About you

The minimum requirements for the role are:

• Extensive experience of shaping, sizing, and conducting Service Design activity across large programmes of work to uncover commercial and customer value
• Exceptional business storytelling, with the capability to adjust your approach in line with the needs and interests of core stakeholder groups
• The ability to self-organise and plan work, work in multidisciplinary teams, and deliver work on time and on brief in line with evolving business priorities
• Expertise in industry-standard Service Design tools and methodologies
• Experience working with varied qualitative and quantitative data sources to analyse, synthesise, and effectively communicate opportunities for service improvement across the business
• Strong visual communication skills, with demonstratable experience developing common Service Design artefacts such as service blueprints, customer journey maps, ecosystem maps, and value proposition canvases using tools such as Miro, Figma, or similar
• An understanding of qualitative and quantitative customer research methodologies, with the capability to support this discipline where needed
• Well-developed facilitation skills, able to manage competing priorities and expectations of senior stakeholders

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

From January 2026, all Nationwide colleagues will benefit from 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 salary sacrifice scheme

Life assurance to provide peace of mind for you and your loved ones in the event of your death

Wellhub – access to a range of free and paid options for health and wellness

Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

<3>What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Life at Nationwide

Some of the things that matter most to us: Delivering fairer finances and having a positive impact on customers' lives. Being truly inclusive. Rewarding high performance.

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