As a Senior Experience Designer, you will design and deliver exceptional end-to-end customer and colleague experiences, integrating UX and Service design expertise to transform user journeys into seamless and memorable interactions. The role emphasises creating scalable service blueprints, combining user insights with business objectives across all touchpoints.

The role will report into the Head of Design and Research and work alongside a new and growing team.

Please note, this role can be based in either the Wolverhampton or Chatham office and has the benefit of operating within our hybrid-working policy of three days a week in the office and two days from home. This role will require interaction across all relevant sites and some travel between UK offices will be required.

As Senior Experience Designer, you will have the opportunity to lead the design and implementation of end-to-end service experiences, including journey maps, service blueprints, and interaction flows, keeping customers and colleagues at the heart of everything we do.

Your responsibilities will also include:

• Conducting user research and stakeholder workshops to uncover pain points, behaviours, and opportunities for improvement
• Defining and articulating "As-Is" and "To-Be" customer journeys that align with organisational goals and user needs
• Collaborating with cross-functional teams to co-create service solutions that integrate digital, physical, and operational touchpoints and building relationships with stakeholders and product team members
• Developing and maintain design systems, service frameworks, and process flows to ensure consistent delivery across the organisation.
• Advocating for a customer-first approach by embedding service design principles throughout the product lifecycle.
• Creating low and high-fidelity UI and prototype ideas

• Base salary up to £80,000
• Enhanced family-focused benefits
• Hybrid-working (3 in /2 wfh)
• Annual bonus opportunity up to 15%
• 28 days annual leave + bank holidays

Please use this link to see the fantastic benefits available at OSB: https://www.osb.co.uk/careers/overview

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become ‘the bank of the future’.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

We are looking for talented individuals who have the skills set out below:

• Strong service design experience including designing and delivering service solutions across multiple touchpoints, including digital, physical, and operational channels and the relationships between service components and processes essential
• A track record of creating service blueprints, journey maps, and customer lifecycle models is essential
• Understanding of service design methodologies, such as Double Diamond and Systems Thinking.
• Strong communication and facilitation skills to lead workshops and align cross-functional teams on design objectives.

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion

Not sure if you meet the spec? Let us decide.

Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.