Job Description

Service Designer (Experience Design)

Locations: Edinburgh or Alderley Park

Salary: Competitive + benefits

Contract: Permanent, full time

Working Pattern: Hybrid working 50% home 50% office

About the role

We’re looking for an experienced Service Designer to join Royal London’s Experience Design team. This role is within a well‑established, horizontally structured design team, where each designer specialises in a business area while collaborating as peers on shared strategy, standards, and ways of working.

This role is aligned to Workplace Pensions and our Regulatory team, giving you the opportunity to design services that support employers, advisers, and customers across complex, regulated journeys — with real scale and impact.

Internally, we refer to this role as Experience Design, but we’re keen to hear from candidates with a strong service design background, regardless of sector.

What you’ll be doing

As a Service Designer, you’ll work within multidisciplinary teams to design inclusive, customer‑centred services across multiple touchpoints, channels, and operational processes. You’ll:

• Lead and contribute to end‑to‑end service design across complex services
• Apply human‑centred design methodologies (e.g. Double Diamond, Triple Diamond) to shape future experiences
• Plan and conduct user research, synthesising insights into clear opportunities and design outcomes
• Create service design artefacts such as journey maps, service blueprints, personas, and prototypes
• Facilitate workshops and co‑design sessions with stakeholders across the business
• Communicate insights, concepts, and recommendations clearly to a wide range of audiences
• Collaborate with designers, delivery teams, product owners, and senior stakeholders
• Contribute to shared experience standards, frameworks, and strategy across Royal London
• Measure and evaluate the impact of design interventions to ensure good customer outcomes

What we’re looking for

We welcome applications from candidates across public sector, private sector, and third sector backgrounds. You don’t need prior financial services experience — but you will bring:

Essential

• Demonstrable experience in service design, with clear examples of applying service design principles in practice
• A strong understanding of service design and human‑centred design methodologies
• Experience planning and conducting qualitative user research
• Ability to synthesise complex insights and translate them into clear, actionable design outcomes
• Confidence communicating with and influencing stakeholders at different levels
• A collaborative mindset and strong alignment with Royal London’s values

Desirable

• Experience working across complex or regulated services
• Familiarity with tools such as FigJam, Miro, or Mural (or the adaptability to learn new tools quickly)
• Experience working within multidisciplinary or agile delivery environments

Why Royal London?

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.