Senior Service Designer

Summary

Join Mojo Mortgages, a rapidly growing mortgage broker, as a Service Designer. Lead the design of impactful systems and processes, collaborating with cross-functional teams to improve customer and colleague experiences. You will research user behaviors, identify challenges, and design user-centered solutions. This role requires a broad skill set, including UX/UI, content design, and systems/process design expertise. You will champion continuous improvement and work in a dynamic, fast-paced environment. Mojo offers a competitive salary, remote work options, and a comprehensive benefits package.

Requirements

• 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

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

Preferred Qualifications

• 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

Benefits

• 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
• An extra half day off for your birthday
• Full day off if you move house
• 2 companywide close down days per year
• Work from anywhere in the world for up to 22 days per year
• Sick pay and sick pay insurance
• Wellness programme (Able Futures)
• Internal Mental Health First Aiders
• Subsidised private medical insurance
• Critical Illness cover & Death in service
• Enhanced parental & adoption pay
• Compassionate leave
• Long service awards up to £3000
• Relaxed casual dress code