About the Role

As Senior Manager – Service Design, you’ll lead the creation and maturity of a brand-new organisational capability focused on designing seamless, user-centred, end-to-end services.

You’ll set the strategic direction for service design across the Society, establishing the frameworks, standards and ways of working that embed the discipline at scale. You’ll work closely with senior leaders across Customer, COO and Digital to ensure that service design becomes a recognised and influential driver of how we improve experiences for our members.

What You’ll be doing:

You’ll take ownership of building and leading the service design capability – defining standards, governance and professional pathways, and creating a strong community of practice.

You’ll lead design across complex, multi-service programmes, applying user-centred design methods to create better, more inclusive experiences across both digital and non-digital channel...