At a Glance
- Tasks: Lead service design to create better customer experiences for Durham County Council.
- Company: Join Durham County Council and shape the future of public services.
- Benefits: Attractive salary, generous leave, flexible working, and a great pension scheme.
- Other info: Collaborative environment with opportunities for professional growth and impact.
- Why this job: Make a real difference in your community by redesigning essential services.
- Qualifications: Degree or relevant experience in service design and customer journey improvement.
The predicted salary is between 37800 - 46200 £ per year.
We are looking for an experienced and confident Service Design Lead to play a key role in shaping the future of customer services within Durham County Council.
This is an exciting opportunity to lead discovery, service design and future-state operating model development as part of the Customer Journey Transformation Programme, helping to create simpler, more accessible and more responsive services for residents and communities.
What you will be doing
- Lead discovery activity to understand customer needs, demand, service outcomes and operational challenges.
- Develop, test and refine future-state service concepts and operating model options.
- Apply service design, design thinking and systems thinking methods to explore root causes, test assumptions and identify effective solutions.
- Design future service models that consider people, process, technology, policy, data, organisational requirements and customer outcomes.
- Facilitate workshops and collaborative design activity with services, frontline teams, stakeholders and customers where appropriate.
- Work with operational, digital, analytical and policy colleagues to translate insight and service ambition into practical improvement proposals.
- Support the development of the council's future customer operating model and contribute to wider transformation objectives.
This role offers the opportunity to contribute directly to the council's wider transformation ambitions, helping to redesign services around residents, improve customer experience and support more efficient and sustainable ways of working.
You will be joining at an important time, as the council develops new approaches to customer journeys, digital enablement, service improvement and future operating models.
You should have a degree level qualification or equivalent relevant professional experience.
You will bring experience of leading discovery, service design, customer journey redesign or future-state service model development in a complex organisation.
You will be confident using customer insight, demand analysis, performance information and operational evidence to challenge assumptions and shape better services.
You should have strong facilitation, communication and stakeholder management skills, with the ability to work collaboratively across organisational boundaries and influence at different levels.
You will be comfortable working through complexity and ambiguity, balancing customer need, operational reality, organisational priorities and transformation ambition.
We are particularly interested in candidates who are outcome-focused, solution-oriented and committed to inclusive, evidence-led and resident-focused service improvement.
Experience of local government, digital, automation, channel redesign, benefits realisation or business case development would be beneficial.
We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.
OUR OFFER TO YOU
We offer a competitive rewards package that includes
- Attractive salaries
- A generous annual leave entitlement of 27 days (rising to 32 after five years' continuous local government service)
- Membership of the excellent contributory career average Local Government Pension Scheme
- A range of flexible working arrangements including hybrid working (home and office) where applicable
Explore the full range of rewards and benefits on our website.
Rewards and benefits are subject to individual terms and conditions.
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Service Design Lead employer: Instagram
Durham County Council is an excellent employer, offering a dynamic work environment where your contributions directly impact local governance and community well-being. With a strong emphasis on employee development, flexible working arrangements, and a competitive rewards package, you will find ample opportunities for growth and collaboration in this supportive setting. Join us in making a meaningful difference in the community while enjoying a balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Instagram. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Instagram before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Design Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Instagram:Your cover letter is your chance to shine! Tell us why you want to work at Instagram specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Instagram!
How to prepare for a job interview at Instagram
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
