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Service & Experience Designer

Just Group PLC

Service & Experience Designer

Salary Not Specified

Just Group PLC, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 18 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 540dac98a2364d349380b480145d636b

Full Job Description

  • Play a key role in shaping the end-to-end service experience for our customers, by leveraging expertise in design thinking, UX research, and behavioural design, to lead initiatives to optimise our existing service offerings and enhance customer satisfaction

  • Utilise design thinking principles to identify opportunities for service improvement and innovation

  • Work independently to develop and implement new service design strategies aligned with business objectives and customer needs

  • Apply principles of behavioural design to influence customer decision-making and encourage positive financial behaviours related to retirement planning and promote positive financial behaviours

  • Conduct in-depth UX research and usability testing to understand user behaviours, preferences, and pain points across various touchpoints within our existing journey


  • Plan, execute, and analyse usability testing sessions using UserTesting to evaluate the effectiveness and usability of design executions and processes

  • Independently lead workshops and design sprints involving cross-functional teams to ideate, prototype, and iterate on service design solutions

  • Collaborate with stakeholders from product management, marketing, customer service, and IT departments to ensure alignment and buy-in for service design initiatives

    Proven and successful professional experience in customer service design and an understanding of the product development lifecycle, either working in a consultancy or start-up

  • Have experience of innovating within in organisations who are growing and building innovative customer experiences

  • Have experience of working on high-profile project briefs with Senior members of organisations or stakeholders.

  • Proven user research experience

  • Previous experience applying regulatory principles into service design

  • Comprehensive understanding and application of service design and design thinking methodology

  • Great visual and verbal communication skills

  • Ability to learn about new markets and customer types quickly.

    We're a specialist in retirement, but… we're not your traditional financial services company and we're not just looking for traditional financial services people. We need agile and ambitious people, who are passionate about doing the right thing for our customers. Committed to fulfilling our purpose, to help people achieve a better later life.


    • We have an exciting opportunity for a Service & Experience Designer, to join our business in an exciting period of growth and ambition - to be the UK's most loved retirement specialist.

    This role will play an important role in the designing our market leading experiences, creating highly engaging customer experiences that deliver on our vision and support the creation of new market offerings.

  • A Competitive Salary, Pension Scheme and Life Assurance

  • Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday

  • Private Medical Cover and Income Protection, just in case

  • A generous and highly achievable bonus scheme - paid annually based on individual and company performance against targets

  • Opportunity to progress within your career both in-role and within the company

  • FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

  • A variety of Employee Funded Benefits available to you via our Online Benefits Portal

  • Plus, several additional purchase options available for you and your loved ones