Senior Service Designer in UNITED KINGDOM

Who are we?

At Mojo Mortgages, we're on a mission to become the largest and most disruptive mortgage broker in the UK. Supported by our family of brands, including Uswitch, Money, Confused, and Zoopla, we're scaling fast and revolutionising the mortgage experience. We're all about challenging the status quo, providing outstanding service, and making a real impact on people's lives.

We're looking for talented, driven individuals to join us on this journey. If you're passionate about transforming customer experiences, love to innovate, and want to be part of a dynamic, fast-paced team, we want to hear from you.

About the role

As we enter our next phase of growth, we're seeking a skilled Service Designer to join our team and lead the design of impactful systems and processes. Reporting to a Lead Product Designer , you'll work cross-functionally with engineering, UX/UI, product, content, and operations to understand user behaviours, identify challenges, and design solutions that benefit both our colleagues and customers. This role requires a broad skill set, ideally with experience in UX/UI, content design, and a specialism in systems and process design, focused on improving customer and colleague experiences. You'll be a detail focussed and natural problem solver who loves to identify inefficiency and to find better solutions to provide improved experiences for users. 

Responsibilities

• Lead the design of processes and systems that elevate both customer and colleague experiences, ensuring solutions are user-centred, impactful, and scalable
• Work within a cross-functional team to research, analyse, and turn user insights into actionable service design improvements
• Take a strategic approach to service design, balancing business objectives with user needs to deliver intuitive, efficient processes
• Drive a culture of continuous improvement, testing, learning, and iterating to refine and optimise our services
• Champion customer and colleague experiences, using data and insights to make informed, impactful design decisions
• Collaborate across teams, integrating UX/UI and content design into service improvements, while aligning with Mojo's mission to disrupt the mortgage market

Desirable experience for the role

• Proven track record in service design or a similar role, with experience in personally leading, designing, developing, and implementing systems or processes in a high-growth, product-driven environment
• Experience and skilled in UX/UI design, with an understanding of content design and the impact of content and communication on user experience. 
• A strategic, problem-solving mindset, with the ability to think holistically about service design and make informed decisions that balance user needs with business goals
• Excellent communication and collaboration skills, able to work effectively across all levels and with multidisciplinary teams
• Familiarity with design thinking, human-centred design principles, and agile methodologies
• A strong ability to flex your style, depth and approach to defining solutions based on the needs of the business and the problem at hand. 
• Curiosity and a passion for testing, learning, and iterating to improve outcomes in a fast-paced environment
• Interest in AI, automation, and other innovative technologies to enhance customer and colleague experiences
• Experience of building operationally focused solutions that improve human efficiency within a customer service or sales environment. Prior Salesforce experience would be an advantage

Our Company Behaviours

At Mojo, we opt to stand by behaviours as opposed to values. Behaviours are more useful than values because they're concrete and actionable, not abstract. Our core behaviours below provide the blueprint of how to thrive at Mojo.

Keep Exploring

Put People First

Love What You Do

Always Accountable

Care Personally, Challenge Directly

If this sounds like a great fit for you, apply now and be a part of the amazing journey that Mojo is on to become the UK's largest and most disruptive mortgage broker, helping customers to make confident mortgage decisions effortlessly.

What you'll get in return..

100% remote working, £50,000-£60,000 base salary (dependent on capability and experience), 25 days holiday (increasing to 28 with service) plus bank holidays.. and because that isn't enough, you will also get an extra half day off for your birthday, full day off if you move house and 2 companywide close down days per year.

You'll also benefit from{​{:

• Work from anywhere in the world for up to 22 days per yea
r
• Sick pay and sick pay insuranc
e
• Wellness programme (Able Futures)
 
• Internal Mental Health First Aider
s
• Subsidised private medical insuranc
e
• Critical Illness cover & Death in service
 
• Enhanced parental & adoption pay
 
• Compassionate leav
e
• Long service awards up to £300
0
• Relaxed casual dress cod
e

#Moj