Job Description

This role is offered on a 6 month FTC basis

About the Role
We’re looking for a confident, delivery-focused UX Designer to join us on a 6-month fixed-term contract, focused on improving our service and retention experiences across web and app.

This role is ideal for someone who:
  •  Can quickly understand complex service journeys
  •  Designs with empathy and behavioural insight
  •  Thrives in a fast-moving environment
  •  Balances quality with pragmatism

You’ll be working on journeys that help customers:
  •  Self-serve confidently
  •  Resolve issues smoothly
  •  Understand their products clearly
  •  Feel supported during moments of friction
  •  Stay with us because the experience works

This is an autonomous role - we need someone who can plug in quickly and deliver impact from early on.

What You’ll Be Doing
  •  Designing and improving end-to-end service and retention journeys
  •  Identifying friction points within existing customer flows
  •  Creating wireframes, journey maps, and prototypes for iterative testing
  •  Collaborating closely with Product, Engineering, Care and Research
  •  Designing within existing design system constraints
  •  Balancing short-term quick wins with longer-term experience improvements
  •  Presenting work clearly and confidently to stakeholders
  •  Contributing to design critiques and team collaboration

What We’re Looking For
Must-Have
  •  Proven experience in UX / Product Design
  •  Strong journey and systems thinking
  •  Experience designing complex service flows
  •  Ability to simplify high-friction or high-emotion interactions
  •  Confident working under time constraints
  •  Experience working in cross-functional product teams
  •  Proficiency in Figma
  •  Strong communication skills

Highly Desirable
  •  Experience in telecoms, utilities, fintech, insurance or subscription services
  •  Experience designing for both web and native app
  •  Experience improving retention or reducing contact drivers
  •  Familiarity with behavioural design principles

How We Work
  •  Delivery-focused and outcome-driven
  •  Research-informed but pragmatic
  •  Honest and constructive in feedback
  •  Low-ego, collaborative team culture
  •  Supportive but autonomous

What Success Looks Like
Within 6 months, you'll:
  •  Confidently own and ship improvements to key service journeys

  •  Learn, grow, and develop your skills as a designer/communicator
  •  Reduce friction in priority retention moments
  •  Contribute positively to team critiques and collaboration
  •  Support the wider design team by delivering at pace
  •  Leave behind clear documentation and rationale for future iteration

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

• Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection

• Collaborative office spaces designed for creative thinking and innovation

• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)

• Private healthcare for all employees

• Competitive pension scheme and performance-related bonus opportunities

• Free broadband for all employees

• Life event gifts – celebrating milestones like marriages and births

• Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations

• Salary sacrifice scheme – save on dental, gym, and more

• Big retail and leisure discounts

• 3 paid volunteering days a year – because making a difference matters to us too