George
Bishop
User Experience Manager
Yorkshire Building Society
George Bishop joined Yorkshire Building Society from a UX background outside of financial services and has since become a key driver of customer-centred change. Starting as one of just two UX designers, he helped embed user-centred design across Digital and beyond, shaping journeys for millions of members.
Now Mobile UX Manager and a senior voice across the 120-strong Digital function, George has scaled teams, lifted journey completion on mobile from 7% to 25%, and reframed regulatory change as an opportunity to improve outcomes.
2025
"I have a story that shows young people can lead too - I'm often the youngest person in the room by at least fifteen years and I've learned to see that as a strength"
Designing with purpose:
George's story so far...
When George arrived at YBS, “user-centred design” was new territory. He took the initiative to educate, influence and build capability, growing the design team from two people to a mature community with a dedicated User Research function.
He helped shift the organisation from opinion-led delivery to member-tested journeys. Under his leadership as Mobile UX Manager, the share of customers completing key tasks on mobile rose from 7% to 25%, reflecting simpler flows and clearer communication.
In response to Consumer Duty, George co-founded a Research team that tests every customer communication for understanding, including with vulnerable participants, raising average comprehension scores by seven points and improving 78% of items after research-led iteration.
George's career highlights
- Scaled UX at YBS from 2 to 12 designers; embedded UCD across Digital and adjacent functions.
- Lifted mobile task completion from 7% to 25% through journey redesign and clearer content.
- Co-founded YBS’s first User Research team; introduced comprehension testing for all comms.
- Increased average comms understanding score by 7 points; 78% improved after research.
- Won an Illumi Award with UserTesting for turning Consumer Duty into member-centred innovation.
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