Service Experience Designer

It’s an exciting time to join our Unsecured Lending Team as a Service Experience Designer, where you’ll play a pivotal role in shaping outstanding customer journeys across our Credit Card products. Passionate about creating meaningful experiences, you’ll design and evolve end-to-end service journeys that deliver exceptional outcomes for our customers, as well as helping design future experiences as we bring our credit card books together. 

Working holistically across products and touchpoints, you’ll bring service design to life by crafting experiences that are both innovative and fit for purpose. You’ll combine strong organisational skills with the ability to prioritise high-impact activity, ensuring every initiative delivers real value. Your expertise in storytelling and communication will enable you to confidently present to leadership teams, translating complex challenges and opportunities into compelling, actionable insights.

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

This is a 12-month Fixed Term Contract 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. 

Virgin Money is now part of Nationwide:

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

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

What you’ll be doing:

In this highly collaborative role, you’ll play a pivotal part in shaping how we design and deliver services, influencing meaningful change across the organisation. Your expertise will drive strategic decisions, ignite innovation and ensure that customer needs remain at the heart of everything we do, both now and in the future.

You’ll work closely with delivery teams to bring customer experiences to life, combining data-driven insight with creative design to shape a truly customer-centric culture. With a strong focus on both the science and art of customer experience, you’ll analyse and diagnose existing journeys, using research and insight to design future-state experiences that deliver positive outcomes aligned to the Virgin brand promise.

From defining and leading a consistent service design approach to owning the overall service strategy for unsecured products, you’ll oversee the creation of user personas, journey maps and service blueprints that vividly reflect customer experiences. You’ll uncover behaviours through data, identify and resolve key pain points, and bring the voice of the customer closer to the business through regular engagement with stakeholders, all while staying ahead of emerging trends to continuously elevate our service journeys.

About you

You’re a passionate and experienced service design professional with a clear vision of what great customer outcomes look and feel like, combining insight, data and creativity to drive meaningful improvements. Confident influencing stakeholders and leading collaborative conversations, you thrive in fast-paced environments, using research and analysis to uncover opportunities, solve pain points and shape impactful strategies, underpinned by a strong understanding of unsecured products, customer needs and regulatory considerations.

Expertise in customer outcomes and experience, with a strong opinion on what a good service experience should look and feel like.

As a minimum you will have:

• Solid expertise in customer experience and outcomes, with a clear vision of what excellent service should deliver
• Proven ability to develop personas, journey maps and service blueprints, supported by customer research and insight analysis
• Experience conducting root cause analysis to identify and resolve service pain points
• Confidence in leading forums, influencing stakeholders and building an effective professional network
• Solid understanding of agile methodologies and the ability to adapt quickly to shifting priorities
• Knowledge of unsecured products, including current customer experiences, Consumer Duty and vulnerable customer considerations
• Proficiency in service design tools and techniques, alongside experience using data, metrics and feedback to drive continuous improvement and inform strategy

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:

• 25 days holiday, pro rata

• Access to 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.

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.