Senior Service Designer

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.

Requirements

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 …