Service Designer

The Role

You will work across complex services involving multiple departments, operational teams, technologies and customer touchpoints.

Your responsibility will be to understand the complete service experience, from the perspective of both the people using the service and the staff delivering it, before designing improved future-state journeys and ways of working.

Key responsibilities include:

• Lead service discovery, using qualitative and quantitative research to understand user needs, operational challenges and existing service performance.
• Engage directly with residents, customers, frontline employees, operational managers and senior stakeholders to understand how services work in practice.
• Analyse end-to-end services to identify failure points, bottlenecks, duplication, unnecessary handoffs and opportunities for improvement.
• Develop and use customer journey maps, service blueprints, process maps and other service design artefacts to communicate findings and explore opportunities.
• Design future-state services that improve user experience, operational efficiency and service outcomes.
• Facilitate workshops and collaborative design sessions, bringing together different teams to challenge assumptions and develop practical solutions.
• Consider the wider implications of service redesign, including people, processes, policies, technology, data and organisational responsibilities.
• Work closely with Business Analysts, technical specialists, operational teams and delivery colleagues to translate service designs into actionable improvements.
• Support testing, iteration, implementation and adoption, ensuring redesigned services are practical and deliver measurable value.

What We're Looking For

You will have personally led or delivered meaningful service redesign, rather than simply supported projects through requirements gathering, documentation or implementation.

You should be able to demonstrate:

• Strong Service Design experience, including ownership of discovery, analysis, future-state design and improvement activity.
• A user-centred, evidence-led approach, with substantial experience of user research, interviews, observation, insight gathering and validation.
• Experience redesigning services in complex, multi-team environments, where processes and customer journeys span multiple departments or organisations.
• A strong preference for experience within local government, central government or the wider public sector, particularly resident-facing or operational services.
• Alternatively, substantial Service Design experience across multiple industries, demonstrating an ability to adapt your approach to different service environments.
• Practical experience creating and using journey maps, service blueprints, current-state assessments and future-state service designs.
• The ability to identify root causes of service failure and develop improvements based on evidence rather than assumptions.
• Strong workshop facilitation, stakeholder engagement and communication skills, including the confidence to challenge senior stakeholders constructively.
• Experience taking service designs beyond discovery and into testing, delivery, implementation or measurable service improvement.
• The ability to operate independently, establish direction quickly and communicate findings, recommendations and progress clearly.