Full time
Information Technology
Telecommunications
Job Description
Who you are
Can quickly understand complex service journeys
Designs with empathy and behavioural insight
Thrives in a fast-moving environment
Balances quality with pragmatism
Proven experience in UX / Product Design
Strong journey and systems thinking
Experience designing complex service flows
Ability to simplify high-friction or high-emotion interactions
Confident working under time constraints
Experience working in cross-functional product teams
Proficiency in Figma
Strong communication skills
Desirable
Experience in telecoms, utilities, fintech, insurance or subscription services
Experience designing for both web and native app
Experience improving retention or reducing contact drivers
Familiarity with behavioural design principles
What the job involves
We're looking for a confident, delivery-focused UX Designer to join us on a 6-month fixed-term contract, focused on improving our service and retention experiences across web and app
You'll be working on journeys that help customers:
Self-serve confidently
Resolve issues smoothly
Understand their products clearly
Feel supported during moments of friction
Stay with us because the experience works
This is an autonomous role - we need someone who can plug in quickly and deliver impact from early on
Designing and improving end-to-end service and retention journeys
Identifying friction points within existing customer flows
Creating wireframes, journey maps, and prototypes for iterative testing
Collaborating closely with Product, Engineering, Care and Research
Designing within existing design system constraints
Balancing short-term quick wins with longer-term experience improvements
Presenting work clearly and confidently to stakeholders
Contributing to design critiques and team collaboration
Within 6 months, you'll:
Confidently own and ship improvements to key service journeys
Learn, grow, and develop your skills as a designer/communicator
Reduce friction in priority retention moments
Contribute positively to team critiques and collaboration
Support the wider design team by delivering at paceLeave behind clear documentation and rationale for future iteration