Posted 16 days ago
Description
Who you are
- Can quickly understand complex service journeys
- Designs with empathy and behavioural insight
- Thrives in a fast-moving environment
- Balances quality with pragmatism
- 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
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
What the job involves
- 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
- 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
- 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
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 paceLeave behind clear documentation and rationale for future iteration
Contract Details:
- 6 Month Fixed Term Contract
- Location: Salford Quays, Manchester
- Level: Mid and Senior
- Salary: Not provided
- Performance-related bonus opportunities
- Required tool: Figma
