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Description Service Designer - 24 months FTC About People’s Partnership At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What You'll Be Doing The main purpose is to support the delivery of service design activities, including research, journey mapping, and omni-channel service articulation, ensuring services are user-focused and aligned with organisational goals. The Service Designer will contribute to design decisions and help embed service design practices within project teams. • Assist the Service Design Lead to establish and embed service design methods, tools, and frameworks across the business., • Focus on the design of new end-to-end customer journeys, supporting the delivery of the business portfolio, whilst supporting CX colleagues in more transformative optimisations., • Design and facilitate workshops and collaborative sessions to align teams on journey challenges, opportunities, and service improvements., • Help facilitate the introduction of a journey management platform (TheyDo or similar), ensuring journeys are well structured, evidence-based, and linked to customer and business metrics., • Help facilitate knowledge and skills transfer to CX team (four analysts) across journey mapping, facilitation, and insight-led design., • Translate insight and data into actionable design outcomes. What We’re Looking For • Proven experience of service design in complex or large-scale organisations., • Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition., • Demonstrated experience in using a journey management platform (e.g. TheyDo, CXOmni, Cemantica)., • Ability to translate customer and business insights into design priorities and actionable outcomes., • Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, FigJam). What You Can Expect From Us • Generous pension contributions with an employer contribution of up to 14%, • Real living wage, • Income protection, critical illness cover & death in service insurance, • Employee healthcare, • Parental and adoption leave, • Learning & development opportunities and study support, • Travel season ticket loans, • Subsidised restaurant in our Crawley office, • Volunteering days and charity payroll giving, • Onsite gym, • Ride-to-Work scheme Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Head of Employer and Client Banking About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: Step into a pivotal leadership role as Head of Employer and Client Banking, where you’ll shape the future of employer onboarding, client banking, and payroll services. You’ll lead both the strategy and day‑to‑day delivery, building strong commercial partnerships and ensuring secure, risk‑aware processes that put customers first. Working across Employer Administration and Client Banking, you’ll co‑create and drive change that delivers seamless, compliant, and high‑quality experiences. With innovation at the heart of the role, you’ll harness AI and automation to create scalable, efficient, and future‑ready operations that truly make an impact. • Deliver proactive, high-quality end-to-end customer outcomes with personal accountability., • Ensure prompt and accurate account setup for employers, fostering confidence in their choice of provider., • Proactively equip employers with the information they need to make informed decisions for their business and employees., • Support Customer Solutions Director in defining and delivering departmental plans and strategy., • Shape and co-create the Employer Proposition change agenda with partners in Commercial, Distribution, Product, Operations, Taxation, Controls & Assurance, Risk, Compliance, and Legal., • Shape and co-create the Client Banking change agenda with partners in Operations, Controls & Assurance, Risk, Compliance, and Finance., • Working in collaboration with MI and Planning Team build a flexible, resilient workforce capable of adapting to operational needs, moving away from task-focused approach to optimal end-to-end journeys, ensuring work and resources are allocated where they will best meet customer needs., • Champion the use of AI, machine learning, and automation to streamline banking operations, reduce manual interventions, and improve accuracy., • Lead purpose-driven, high-performing teams, creating a stronger connection between individual contributions and customer outcomes. What we’re looking for: • Proven leadership experience in financial services, pensions, or banking operations., • Strong understanding of regulatory frameworks including Consumer Duty, Taxation, and Insolvency., • Strategic thinker with a track record of delivering transformational change., • Experience in deploying AI, automation, or digital tools to enhance operational performance., • Excellent stakeholder management and communication skills., • Data-literate with experience in using insights to drive performance and customer outcomes., • Inspirational people leader with a passion for customer service and continuous improvement. What you can expect from us: • Generous pension contributions with an employer contribution of up to 14%, • Real living wage, • Income protection, critical illness cover & death in service insurance, • Employee healthcare, • Parental and adoption leave, • Learning & development opportunities and study support, • Travel season ticket loans, • Grab & Go Deli Café in our Crawley office, • Volunteering days and charity payroll giving, • Onsite gym, • Ride-to-Work scheme, • Social clubs and events Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Head of Claims About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: Step into a senior leadership role as Head of Claims, where you’ll shape and lead the future of Retirement and Specialist Claims. You’ll own both the strategy and day‑to‑day delivery, ensuring customers receive a seamless, fast, and empathetic claims experience powered by expert teams, smart digital tools, and outcome‑driven processes. Through proactive, data‑led and purpose‑driven leadership, you’ll drive exceptional customer outcomes while co‑creating the claims proposition and change agenda alongside key internal partners. With innovation at the core, you’ll embed AI and automation as critical enablers of a future‑ready claims operation—boosting speed and precision, strengthening regulatory compliance, and optimising cost‑to‑serve while keeping the customer experience front and centre. • Optimise cost-to-serve by using the best channel to resolve member or claimant requests with speed and precision., • Working with Heads of Transfers, Employer and Client Banking, review the roles and responsibilities of Team Leaders, and as appropriate conduct assessments and re-benchmarking., • Provide clear and compassionate customer experiences tailored to individual preferences, behaviours, and past interactions., • Drive exponential process efficiency by standardising practices, automating workflows, minimising hand-offs and reducing variability in outcomes., • Empower colleagues with future-ready specialist skills, combining technical pensions expertise with soft skills to elevate service standards., • Lead purpose-driven, high-performing teams, creating a stronger connection between individual contributions and customer outcomes. What we’re looking for: • Proven leadership experience in claims, pensions, or financial services operations., • Strong understanding of regulatory frameworks including Consumer Duty and pensions legislation., • Strategic thinker with a track record of delivering transformational change., • Experience in deploying AI, automation, or digital tools to enhance operational performance., • Excellent stakeholder management and communication skills., • Data-literate with experience in using insights to drive performance and customer outcomes. What you can expect from us: • Generous pension contributions with an employer contribution of up to 14%, • Real living wage, • Income protection, critical illness cover & death in service insurance, • Employee healthcare, • Parental and adoption leave, • Learning & development opportunities and study support, • Travel season ticket loans, • Grab & Go Deli Café in our Crawley office, • Volunteering days and charity payroll giving, • Onsite gym, • Ride-to-Work scheme, • Social clubs and events Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Head of Guidance About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fueled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. Role Overview: We’re looking for a visionary leader for the Guidance function within Customer Service. Shaping the strategic direction for multiple guidance teams, operating across multiple channels, whilst ensuring operational excellence of a function critical to customer outcomes and organisational reputation. • Provide leadership to guidance managers and professional specialists, setting clear expectations and empowering teams to deliver high-quality retirement guidance across all customer contact channels (phone, video, chat)., • Act as a strategic partner to the Proposition team, co-creating guidance journeys, scripts, and tools that are both operationally feasible and aligned with broader business and regulatory strategies, • Serve as a trusted advisor to senior leaders across Customer Service, Proposition, Compliance, and Technology, building alignment and influencing decision-making at the highest levels., • Represent the function in executive and governance forums, clearly communicating performance, risks, and strategic opportunities., • Define and articulate the vision for change across regulatory developments, new propositions, and evolving guidance frameworks, ensuring alignment with organisational strategy and customer needs. What You’ll Bring: • Proven experience in leadership of customer guidance functions, ideally for retirement products., • An ability to build and lead high-performing, inclusive teams, fostering a culture of engagement, accountability, and continuous learning., • Ability to influence cross-functional teams and senior stakeholders., • Excellent communicator with a track record of delivering results., • Maintain and embed clear boundaries between guidance and regulated advice, ensuring robust controls, monitoring, and oversight are in place., • Lead on compliance with Consumer Duty, vulnerable customer standards, and all relevant regulatory frameworks, partnering with Compliance and Risk to manage audits, thematic reviews, and regulatory change. What you can expect from us: • Generous pension contributions with an employer contribution of up to 14%, • Real living wage, • Income protection, critical illness cover & death in service insurance, • Employee healthcare, • Parental and adoption leave, • Learning & development opportunities and study support, • Travel season ticket loans, • Subsidised restaurant in our Crawley office, • Volunteering days and charity payroll giving, • Onsite gym, • Ride-to-Work scheme, • Social clubs and events Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.