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Senior Service Design Specialist
At Skipton Tech, every day is innovation day.
About the role
Job introduction
We’re looking for a Senior Service Design professional with a strong background in the service design discipline. This role is ideal for someone who has delivered high-quality service design work across complex, end-to-end journeys, and is confident working within multidisciplinary, outcome-focused teams.
You’ll bring a deep understanding of core service design methods — including service blueprinting, journey mapping, systems mapping and service concept development — alongside a strong working knowledge of UX design and user research, and how these disciplines integrate within agile product teams.
If you put the customer at the heart of everything you do, thrive in a fast-paced, agile environment, and have a track record of designing and delivering seamless, end-to-end experiences that transform how customers interact with organisations, we’d love to hear from you.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK, and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton is a great place to work, and you could be one of them—bringing new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future.
You will be joining the Journey Experience team, consisting of:
- 2 Service Design Leads
- 4 Senior Service Design Specialists
- 3 Senior Researchers
- 6 Senior UX Design Specialists
Our core role is to shape and drive exceptional member experiences by designing simple, seamless experiences that deliver meaningful value for the business and our customers.
What’s In It For You?
Skipton values work/life balance, and we are proud to support hybrid and flexible working where possible. Our newly refurbished head office offers a vibrant and collaborative working space.
We have a range of benefits available, including:
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays, rising by 1 day per year of service (up to 30 days)
- Holiday trading scheme allowing you to buy and sell additional annual leave
- Matching employer pension contribution (up to 10% per annum)
- Colleague mortgage (conditions apply)
- Salary sacrifice scheme for hybrid & electric cars
- A commitment to training and development
- Private medical insurance for all colleagues
- 3 paid volunteering days per year
- Diverse and inclusive colleague networks including Carers and Pride Alliance
- Health and wellbeing support, including cycle‑to‑work scheme and discounted gym memberships
What Will You Be Doing?
- Working within outcome‑focused product teams to design services that improve member experiences and deliver value against our corporate plan.
- Leading service design activities from discovery to delivery—including research synthesis, journey mapping, blueprinting, prototyping and testing.
- Turning qualitative and quantitative insights into clear service recommendations that influence product roadmaps, priorities and strategic decisions.
- Creating current‑ and future‑state service blueprints, customer journeys and system maps to uncover pain points, dependencies and opportunities.
- Facilitating workshops and co‑creation sessions with colleagues, partners and members to shape service improvements and innovation.
- Collaborating closely with UX, Product, Research, Compliance, Engineering and Business Analysts to ensure seamless end‑to‑end service delivery.
- Defining service KPIs, measuring performance and iterating services based on feedback, analytics and emerging regulatory or market needs.
- Embedding service thinking across teams by advocating for holistic, user‑centred, accessible and inclusive service design practices.
Plan your journey
The Bailey, Skipton, United Kingdom, BD23 1AP Google maps
Skipton core benefits
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Pay
It's only part of the picture
Your salary is only part of your bigger rewards and benefits picture at Skipton. But we’ll make sure you’re rewarded for the role you do, the skills you bring and how you grow with us over time. -
Pensions
Paying the future you
We care about your future and want to help you really make the most of it. That’s why we pay up to an additional 10% into your pension whenever you contribute. -
Bonus
Recognising your part in our success
Many of our colleagues get a discretionary bonus as a thank you for the part they’ve played in our shared success. -
Life Assurance
Protect your loved ones
It’s a subject none of us like to think about, but it’s important to be ready for whatever life throws at us. Financial support for your loved ones in a worst case scenario, gives you extra peace of mind. -
Group Income Protection
Protection from the financial impact of long-term absence
Income Protection gives you a percentage replacement income if you’re off work because of long-term illness or injury. It’ll also protect a level of your income if you’re given medical advice to reduce your work hours following an accident or illness. -
Private Medical Insurance
Fast and effective medical treatment – open to everyone
Is there anything more important than the health of you and your family? Private Medical Insurance (PMI) provides you with quick access to high-quality medical care when it matters.
Why Skipton?
Because your career is more than just a ladder.
Founded on fairness
In 2026, we were named as one of the Financial Times Best Employers in the UK. We were also the highest placed building society on the list, too.
Not bad, right? But it’s much more than just another opportunity to blow our own trumpet. It truly reflects how our people experience working here.
Because at Skipton, we’re a mutual. We’re founded on fairness, built on shared effort, and committed to saying it straight. We’re curious, brave and always collaborative. We look out for each other. And we treat everyone like a grown-up - with respect, with understanding, with a level playing field at their feet.
Our Technology Team
You’ll join a Technology team that’s constantly focused on real challenges. That builds products and solutions which make a genuine difference. And which gets things done for our members - at pace.
And because we’re dead keen on development, it’s a place where you’re encouraged to try out new tech, sharpen your skills, or get hands-on with AI and automation.
Learning & Development
Learning is part of the everyday at Skipton. It’s woven into conversations and brought to life through hands-on experiences. You’ll pick up new skills as you go, and get tools and support that flex around your role and life.
Each month in Technology, we give you two days to focus on your own development. And we support certifications, apprenticeships, and training where it’s relevant, too. It’s a journey for all of us, and we’re working hard to build out a fully structured development programme. The investment is real, the intent is genuine, and most of all, we can’t wait to see where it takes you, your career, and your future.
Meet the recruiter
Sara Ackroyd
Talent Acquisition Senior Specialist
Since 2024, I’ve recruited for Technology, Transformation, and Resilience at Skipton. We're a truly purpose-led environment where collaboration, curiosity, and customer impact come first.
Between the people and our shared purpose, Skipton is a fantastic place to be. Our Tech teams collaborate daily to drive meaningful change for those we serve.
What happens when
1. Shortlisting
Once you’ve sent us your application and CV, we’ll review it using clear criteria. Our decisions are based on the skills, and experience you share with us.
2. Your Interview
Your interview might be by phone, over Microsoft Teams or in person, depending on the role and the circumstances. For some roles, there may also be more than one stage in the recruitment process - but we’ll always let you know what the plan is.
During your interview, we’ll ask you about your current and previous experience, and we’re very much interested in all of your skills and knowledge. This includes relevant things you might have learned through work, studies and voluntary activities
For some roles we could ask you to complete one or more tasks, or deliver a presentation. But don't worry, we'll support you throughout the process so you can do your best.
3. After your interview
At Skipton we always get in touch after your interview to let you know if you’re successful, or if you’re made it through to the next stage. And if you would like feedback on your interview we are always happy to share this. It’s all part of the Skipton experience, we value the time you’ve given us throughout the process.
4. Your offer
If you’re successful, we’ll get in touch to discuss your offer. When you accept we’ll send your contract and confirm the pre-employment checks you need to complete to get the ball rolling. You’ll need to successfully complete the checks before starting, so providing information quickly will help keep things on track. We aim to keep things simple and easy to follow.
5. Your Skipton Welcome
You’re in - welcome to the team!
We’ll be in touch regularly right up to your first day with lots of exciting info, details of what to expect when you’re here, and hints and tips to help you prepare for a great start.
And when it comes to the big day, there’ll be a warm welcome waiting for you as you begin your journey with us.