Join our Experience Design team and shape how new members discover, join, and start using giffgaff. You'll take ownership of the end-to-end onboarding experience, whether that's SIM-only or mobile phone journeys, working alongside a Product Manager, Engineers, and a Content Designer.
You'll report to our Lead Product Designer, who oversees all product areas, but you'll be the go-to design lead for onboarding, trusted to set the bar, lead by example, and support others to do their best work.
We’re a lean, product-led business, and our team’s mission is to design simple, smart experiences that feel effortless for our members (we don’t call them users). If you're up to good and motivated by meaningful impact, we’d love to hear from you.
Key responsibilities
Lead the design of onboarding journeys from first contact to first success, helping members join giffgaff smoothly and confidently.
Apply a full UCD approach, from discovery to measuring value, using evidence to shape design decisions and solve real member problems.
Shape problems worth solving : uncover the root causes of friction, understand the member and business impact, and prioritise what matters.
Map journeys and surface opportunities with compelling storytelling that aligns cross-functional teams around member needs.
Facilitate collaboration with engineers, content, product and other designers to ensure solutions are desirable, feasible and viable.
Prototype, test and learn quickly, using lean, iterative approaches to validate hypotheses and improve outcomes fast.
Measure and report on impact : use data, research, and feedback to show the value design delivers to members and the business.
Champion our design system and contribute to its evolution, especially across onboarding touchpoints.
Mentor junior designers, support peer critique, and raise the overall quality and maturity of design work in your area.
B Corp commitment to make ethical and responsible decisions that support giffgaff’s impact on people, planet and profit.
Who we are
Do you want to join a connectivity provider that’s up to good? At giffgaff we do things differently. We call out the bad and find a better way. We’re laser-focused on flexibility, value and mutual good.
And we’re proud to be a certified B Corp. This means we've joined a network of more than 2,000 UK companies, who want to make a positive impact on people and the planet. Working at giffgaff is something you could be proud of too.
You’ll get the best of both worlds, the energy and fast pace of giffgaff, plus all the benefits that come with being part of our parent company, Virgin Media O2.
Our business model is unique. We work with our members (our customers) to understand their needs in all areas of the business. We love this highly collaborative approach. We’re always looking to acquire new members, and to do that we need the best people in our team.
In return for your outstanding efforts, you'll be rewarded with a competitive salary and excellent benefits that are all about making your work life a winner. Take a look at our culture and benefits page – you might just be surprised!
Our bright and modern gaff is in Uxbridge, in leafy West London. But if commuting isn’t for you, most of our roles can be hybrid or remote, or anywhere in between.
The must haves
If you're ticking most of the below, but not all - we'd still love tohear from you!
Experience designing digital products end to end; not just features, but flows, outcomes, and systems.
Deep expertise in user-centred design and applying it in real-world product teams, from framing opportunities to validating solutions.
Skilled in wide range of generative and evaluative research methods:
Running moderated interviews and usability tests (remote and in-person)
Setting up unmoderated studies using tools like Maze
Conducting guerrilla or lightweight research to gather quick, early feedback
Strong analytical mindset, able to draw from qualitative and quantitative data to inform design decisions, measure and report success.
Proficient in Figma for design, prototyping, and design system contributions.
Experience leading initiatives (like design systems or accessibility) and helping grow design maturity within a team.
A strong portfolio showing how your design work solved complex problems, and delivered clear value with a well-articulated process.
The other stuff we are looking for
* You care deeply about outcomes, not outputs.
* You see constraints as creative fuel.
* You’re energised by collaboration and open feedback.
* You bring clarity to complexity — and help others do the same.
* You’re curious, proactive, and always looking for ways to improve things.
What's in it for you
Balancing people, planet and profit
We're a proud B Corp, so success here isn’t just about profit – it’s about people and the planet too. In this role, you’ll be expected to play your part in championing a fairer, more sustainable future. Whether it’s how you make decisions, work with others, or deliver your goals – you’ll play an active part in helping us deliver better business.
Our commitment to diversity, equity and inclusion
People, and the way they work, define our culture and we encourage everyone to bring their whole selves to the gaff. That's why we believe in creating an equitable, fairer, more inclusive business that champions different ideas and perspectives.
Because we genuinely care about making sure everyone feels included and valued, we're always listening to your thoughts on how to make the 'gaff even better. Our Affinity Groups are a fantastic way we do that. We're really proud of the work they do.
If this sounds like it could be the best gig of your career, apply today!
We’d love to hear from you.
Next steps
Once you've applied the next steps of the process, if successful, are likely to include a chat with our recruiter followed by 3 interviews with the team.
If you’ve got any burning questions or require reasonable adjustments to support you through the recruitment process, please drop the recruiter a note. Thanks for your patience in the meantime and for showing an interest in joining the giffgaff family.
#J-18808-Ljbffr