Job Description

Who you are

Can quickly understand complex service journeys
Designs with empathy and behavioural insight
Thrives in a fast-moving environment
Balances quality with pragmatism
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

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

What the job involves

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
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
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

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

Contract: 6 Month Fixed Term Contract
Location: Salford Quays, Manchester
Level: Mid and Senior
Tools: Figma
Compensation: Salary not provided + Performance-related bonus opportunities

About the Company

Company mission

To bring simple, affordable, reliable and fair connectivity to everyone.

About TalkTalk

TalkTalk is a connectivity provider serving 4 million customers. Originally founded as a subsidiary of Carphone Warehouse, it was demerged as a standalone company in 2010. TalkTalk boasts a number of firsts in the industry; including launching free calls between its customers, providing a whole-home filtering service, and bringing WiFi 6 router technology to the UK.

In hopes of optimising the experience of its broadband customers, TalkTalk partnered with DZS, which is a leader in access and optical edge infrastructure and cloud software solutions. It leveraged the market-leading technologies of DZS (including DZS CloudCheck and Expresse Cloud EDGE) towards reducing call escalations, minimising equipment replacements and shortening call handling times.

In 2022, TalkTalk acquired rival SSE from Ovo Energy, in order to bolster its customer portfolio. Since then, the company has had a rocky time, which has resulted in a major break-up and sale process. That said, its consumer division (which retains the TalkTalk name) remains optimistic for the future, undergoing a brand refresh in 2025 that comes alongside the redesigning of customer-facing platforms and a new marketing campaign.

Company benefits

Company pension scheme
Private medical insurance
Income protection and life assurance
Flexible working arrangements (work from home or flexible hours)
Free TalkTalk Fibre, TV and Phone
Wellbeing initiatives throughout the year (financial, physical, mental and lifestyle wellbeing)
18 weeks' fully paid maternity leave and 4 weeks' fully paid paternity leave
Adoptive leave (same as maternity/paternity)
One paid day off for grandparents to spend time with new grandchild
Employee networks including Talk Pride, Women in Tech, Wellbeing and Neurodiversity communities
Recognition programs for employees who display company values
Birthday off, fully paid, every year

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