Why LNER? 

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day. 

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join. 

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER. 
 

Are you on board? 

We're looking for a Service Designer to help shape and improve the services we offer to both our customers and colleagues. This role is all about making sure our products, services, and features—whether internal or customer-facing—are well understood, thoughtfully designed, and deliver great experiences across every touchpoint. 

You'll work across a variety of projects, from digital tools used by our frontline teams to internal back-office systems. You'll map out journeys, create service blueprints, write user stories, and run workshops to bring ideas to life. You'll also play a key part in making sure we design things with our users at the heart—whether that's customers or colleagues. 

In this role, you'll: 

• Help transform how our customers interact with us by understanding and designing for their preferences across different channels. 
• Work across multiple workstreams, pulling everything together to make sure we're delivering joined-up, consistent experiences. 
• Take a fresh look at our internal systems to spot opportunities to reduce duplication and speed things up. 
• Support ongoing transformation work by identifying what's really causing challenges and helping shape the right solutions. 
• Collaborate closely with our UX team and others to bring service design into both digital and non-digital projects.

This role would suit someone who's already worked as a service designer and is looking to develop their skills further in a supportive, collaborative environment. You'll get to work across a mix of internal and external projects, helping us bring real improvements to how we work and the experiences we create. 

You'll also be involved in; 

• Transforming how we map our digital services that cater for both our customers and colleagues needs. 
• Developing user stories/journeys for customers and staff alongside key business leads to help guide and define service direction.  
• Ensuring customer personas and experience framework are applied in projects and effectively communicated across the team, business, and agencies.  
• Developing a strong understanding of our digital technologies and systems, and evaluating their user effectiveness, working with business and product owners to implement improvements that will better enhance our service design.  
• Supporting user research to inform service development, working closely with the Insight team and the User Researcher to communicate findings across project teams.  
• Supporting the Business Analyst team to deliver user requirements.  
• Reviewing service blueprints and task flows based on user needs to ensure services are based on usability and functionality.  
• Acting as an ambassador for service design across the company and show impact on our user satisfaction.  
• Supporting workshop facilitation by helping to prepare, run, type up, and analysing findings/outputs.  
• Applying a data-driven approach to service design – working closely with our Product, Data & Decisioning, Insight, and Analytics teams to optimize our services, introducing relevant service design tools and platforms. 

What you'll need:    

• Strong understanding and experience of delivering service design to industry standards. 
• Developing understanding of UX principles and human centred design. 
• Ability to support insight and research initiatives. 
• Understanding of (and preferably use of) blueprint service maps, user journey maps, storyboards, user stories, problem statements, process flows, wireframing, interview & survey design etc. 
• Ability to structure and support workshops across multiple departments, ranging from discovery through to delivery (as well as write up and presentation of findings). 
• Professional approach to time, costs and deadlines. 
• Ambassador of LNER values. 

What you'll get:  

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)  
• Discounted international train tickets (after one year's service)  
• 50% discount on LNER tickets for friends & family  
• Generous pension scheme  
• Annual cycle to work schemes  
• Discount, savings and cashback scheme from top retailers  
• Health & wellbeing schemes and discounts  
• Host of training opportunities to help further your career  
• Rewards & awards to recognise when you shine  

What we believe:          

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.  

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!  

Diversity and inclusion  
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.  

Developing our people  
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.  

Health & wellbeing  
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.  

What next?          

Start your journey here - Apply now!  

Disclosure and Barring Service (DBS) Check 

If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job.  Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice. 

Medical screening 

We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.