Service Designer

We’re looking for an experienced Service Designer to help shape the end-to-end onboarding experience for our institutional retirement clients.

This is a newly created role within LGIR COO and an opportunity to establish service design in an area undergoing significant transformation. You’ll look beyond individual screens or isolated processes, joining the connections between client needs, internal operations, product and technology to create services that work coherently from beginning to end.

Onboarding will be your initial focus, but the opportunity is broader. You’ll help build practical service-design capability across the division, introduce meaningful ways to measure services and support teams to make better, evidence-led decisions.

You do not need a pensions or insurance background. What matters is credible service-design experience, sound judgement and the ability to influence across a complex organisation.

What you’ll be doing:

• Designing and evolving the end-to-end institutional client onboarding service
• Connecting client needs with internal journeys, processes, operations and technology
• Mapping service journeys, touchpoints, dependencies and areas of friction
• Conducting customer research and testing services and propositions
• Defining service measures and using evidence to prioritise improvements
• Creating service blueprints, wireframes and prototypes to communicate ideas
• Partnering with product managers and cross-functional teams to deliver change
• Coaching teams in practical service-design and design-thinking approaches

Who we’re looking for:

• Proven experience designing complex end-to-end services
• Strong knowledge of service-design and design-thinking methods
• Experience connecting customer journeys with operational and technical delivery
• Evidence of working effectively in a large or complex organisation
• Strong stakeholder-management, communication and facilitation skills
• Experience using insight, research and testing to inform decisions
• Confidence helping cross-functional teams apply service-design approaches
• Familiarity with accessibility standards and tools such as Figma or equivalent would be beneficial