This role is offered on a 6 month FTC basis About the Role 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. This role is ideal for someone who: • Can quickly understand complex service journeys • Designs with empathy and behavioural insight • Thrives in a fast-moving environment • Balances quality with pragmatism 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. What You’ll Be Doing • 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 What We’re Looking For Must-Have • 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 Highly 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 How We Work • Delivery-focused and outcome-driven • Research-informed but pragmatic • Honest and constructive in feedback • Low-ego, collaborative team culture • Supportive but autonomous What Success Looks Like 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 pace • Leave behind clear documentation and rationale for future iteration Be Yourself. Make an Impact. Join Us. As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself. We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work. What We Offer Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection Collaborative office spaces designed for creative thinking and innovation Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!) Private healthcare for all employees Competitive pension scheme and performance-related bonus opportunities Free broadband for all employees Life event gifts – celebrating milestones like marriages and births Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations Salary sacrifice scheme – save on dental, gym, and more Big retail and leisure discounts 3 paid volunteering days a year – because making a difference matters to us too