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
1. Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
2. Collaborative office spaces designed for creative thinking and innovation
3. Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
4. Private healthcare for all employees
5. Competitive pension scheme and performance-related bonus opportunities
6. Free broadband for all employees
7. Life event gifts – celebrating milestones like marriages and births
8. Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
9. Salary sacrifice scheme – save on dental, gym, and more
10. Big retail and leisure discounts
11. 3 paid volunteering days a year – because making a difference matters to us too