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
* 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
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