As a Senior Experience Designer, you will design and deliver exceptional end-to-end customer and colleague experiences, integrating UX and Service design expertise to transform user journeys into seamless and memorable interactions. The role emphasises creating scalable service blueprints, combining user insights with business objectives across all touch-points. T his role is based from our Chatham or Wolverhampton office and works in line with our hybrid policy. The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme. As Senior Experience Designer, you will have the opportunity to lead the design and implementation of end-to-end service experiences, including journey maps, service blueprints, and interaction flows, keeping customers and colleagues at the heart of everything we do. Your responsibilities will also include: Conducting user research and stakeholder workshops to uncover pain points, behaviours, and opportunities for improvement Defining and articulating "As-Is" and "To-Be" customer journeys that align with organisational goals and user needs Collaborating with cross-functional teams to co-create service solutions that integrate digital, physical, and operational touch-points and building relationships with stakeholders and product team members Developing and maintain design systems, service frameworks, and process flows to ensure consistent delivery across the organisation. Advocating for a customer-first approach by embedding service design principles throughout the product lifecycle. With a number of exciting opportunities in this role, you will be part of the transformation programme which will create a new operating platform for the business. As the company and team grows, so should you We offer a base salary up to £80,000 dependent on experience and location and a competitive benefits package including: Discretionary annual bonus opportunity of up to 15%. 28 days annual leave plus bank holidays. Contributory pension (8% employer 5% employee). Life Assurance (4x salary) plus Group Income Protection. Access to Private Medical Insurance and Medical Cash Plan. Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks. Paternity Leave – 8 weeks of paid leave to be taken within 12 months of birth or adoption. Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme. We are looking for talented individuals who have the experience and knowledge set out below: Service design experience, designing and delivering service solutions across multiple touchpoints, including digital, physical, and operational channels, including the relationships between service components and processes essential A track record of creating service blueprints, journey maps, and customer lifecycle models is essential Understanding of service design methodologies, such as Double Diamond and Systems Thinking. Strong facilitation skills to lead workshops and align cross-functional teams on design objectives. We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves. If this sounds like you, please apply now For internal applications please visit the internal careers page to apply. Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page. If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work. All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.