Service Designer - Integrated Services

The Opportunity

A London local authority is redesigning how services are delivered to residents, including the development of locality hubs that bring different services together in a more accessible and coordinated way.

We are looking for an experienced Service Designer with a strong background in operational service redesign and public service transformation.

This is not a digital UX or product design position. The focus is on how people, processes and services work together to deliver better outcomes for residents.

The Role

• Design new operational service models that enable multiple council services to work effectively within shared locality hubs.
• Review existing service delivery arrangements, identifying duplication, inefficiencies and opportunities for integration.
• Map current “as-is” and future “to-be” service processes, customer journeys, responsibilities and hand-offs.
• Work with operational managers, frontline teams and Business Analysts to capture requirements and develop workable solutions.
• Facilitate workshops and collaborative design sessions with stakeholders across different services.
• Define how integrated services will operate in practice, including staffing, processes, referrals and customer interactions.
• Support the transition from existing arrangements into redesigned service models.

The Person

• Demonstrable experience in operational service design, service integration or public service reform.
• Background within local government, wider public services or complex service transformation environments.
• Strong analytical skills and experience translating service requirements into clear operating models.
• Able to work across organisational boundaries and bring different service teams together.
• Experience designing integrated, place-based or multidisciplinary services would be particularly valuable.