Systems Thinking and Service Design Partner
Salary: £92,000 per annum
Working Pattern: Full Time
Contract Type: Permanent
Hours: 1
Closing Date: Mon 21 Sep 2026 - 10:59 PM
Eastlight’s current agency PSL is at capacity, so we will not be able to consider candidate applications introduced by agencies outside of our selected suppliers.
Who We Are
Eastlight Community Homes is proud to be the largest community gateway social housing provider in the country. Together with our residents and communities, we create safe, affordable homes and neighbourhoods that people are proud to live in.
The Role
We are looking for an experienced Systems Thinking and Service Design Partner to lead the development and embedding of systems thinking across Eastlight. This is a pivotal role, working at a strategic level to ensure services are designed and delivered from the customer perspective, with customer, colleague and stakeholder needs shaping how we improve, transform and redesign services.
You will champion human-centred design and service design principles, helping the organisation better understand customer needs, remove barriers to excellent service, reduce failure demand and deliver improved outcomes for customers. Working closely with senior leaders and teams across the organisation, you will provide insight, challenge and practical support to shape future operating models and build a culture of continuous improvement.
This is an opportunity to make a significant impact in an organisation committed to improving services around the people who use them. You will play a key role in shaping how Eastlight designs, delivers and improves services, helping to create better customer outcomes, stronger cross-functional collaboration and a more resilient organisation for the future.
To succeed in this role you will have:
Strong knowledge of systems thinking, service design, human-centred design, operating model development and continuous improvement methodologies.
Proven experience leading organisation-wide transformation, service redesign or operational excellence programmes.
Experience diagnosing end-to-end services, customer journeys and operating models to identify root causes and opportunities for improvement.
Ability to use customer insight, performance data and organisational intelligence to drive evidence-based decisions.
Excellent facilitation, coaching, stakeholder management and communication skills.
Confidence advising and constructively challenging Executive Teams, Boards and senior leaders.
Knowledge of the social housing operating environment, resident expectations, regulatory standards and service performance requirements.
Benefits and Compensation
To demonstrate our commitment to you, we have developed a sector leading total rewards package:
- £92,000 per annum
- 37 hours Permanent Contract
- Group stakeholder pension plan (Eastlight will double, up to 5% of the employee’s contribution - Employee 5% + Eastlight 10% = Total 15%)
- 33 days annual leave plus bank holidays
- Annual wellbeing grant of £200 per annum – Subject to eligibility
- Trailblazing family leave (Maternity, Paternity and Adoption – 12 weeks full pay/6 weeks half pay) – Subject to eligibility
- Formal qualifications and paid professional membership
Next Steps
At Eastlight we support, develop, and invest in our people, together creating a culture where people love to work. There has never been a better time to join us!
Eastlight Community Homes is a disability confident leader and equal opportunities employer. We are committed to promoting an inclusive and diverse culture, which is why we encourage applications from everyone. If you require any support with the application process, please contact recruitment@eastlighthomes.co.uk
Eastlight Community Homes are unable to provide Visa Sponsorship.
Interview date: Interviews are expected to be held on 1 October 2026 and be held virtually.
We reserve the right to close or withdraw this vacancy earlier than advertised should we receive a sufficient number of applications.
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Systems Thinking and Service Design Partner in Braintree employer: Eastlight-Community-Homes
Eastlight Community Homes is an exceptional employer, dedicated to creating a supportive and inclusive work environment where employees can thrive. With a sector-leading total rewards package, including generous annual leave, a robust pension plan, and professional development opportunities, Eastlight prioritises the well-being and growth of its staff. Located in Braintree and Marks Tey, the company fosters a culture of collaboration and respect, making it a fulfilling place for individuals seeking meaningful employment in the social housing sector.
