Senior Experience Designer

About the team

As a Senior Experience Designer, you'll play a key role in shaping exceptional end-to-end customer and colleague experiences across OSB Group within the Lending lab. Blending UX and Service Design expertise with strong systems thinking, you'll transform complex journeys into intuitive and seamless interactions that deliver real value for both users and the business; whether evolving existing experiences or designing greenfield solutions from scratch.

You are a proactive and self-driven individual, and your focus will be on creating scalable, insight-led service blueprints and brand new product experiences, at pace. Reporting into the Head of Design and Research, you'll be part of a newly formed and growing design team, working collaboratively to raise design maturity across the organisation.

Please note, this role can be based in either the Wolverhampton, Chatham or London 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.

What you will be doing?

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

Your responsibilities will also include:

• Planning and facilitating user research, co-creation sessions and stakeholder workshops to uncover needs, pain points and opportunities
• Defining and clearly 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
• Building strong relationships with stakeholders and product team members to influence and embed design thinking
• Working with a design system, creating service frameworks and process flows to support consistency and scalability
• Advocating for a customer-first approach by embedding design principles throughout the product lifecycle.
• Creating low and high-fidelity UI and prototype ideas to explore, test and communicate ideas

What's in it for you?

• Base salary up to £80,000
• Enhanced family-focused benefits
• Annual bonus opportunity up to 15%
• 28 days annual leave + bank holidays

Please use this link to see the fantastic benefits available at OSB:

About us

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.

Do you have the skills?

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

• Proven experience designing and delivering end-to-end service solutions across digital, physical and operational channels
• A strong portfolio demonstrating service blueprints, journey maps, working with design systems and experience design for web
• Solid understanding of design methodologies, including Double Diamond
• Excellent communication, facilitation and stakeholder management skills, with experience leading workshops and aligning cross-functional teams

Next steps

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.