Service Designer – Digital & Service Transformation
Interim Contract - Up to £500 per day -Inside IR35 - Hybrid Working – 2 Days Onsite in North-East London
Service Designer required for a public-sector organisation undertaking an ambitious programme of service modernisation and digital transformation.
The programme is focused on fundamentally improving how services are delivered, making them more accessible, efficient and user-centred while addressing the operational challenges that can develop across complex organisations.
We are looking for an experienced, hands-on Service Designer who can take ownership of service discovery and redesign, working across multiple teams to understand how services currently operate, identify what needs to change and design practical improvements.
This is a genuine Service Design opportunity, rather than a traditional Business Analyst or technology implementation role. You will bring strong user research, evidence-led discovery and service design expertise, alongside the confidence to engage stakeholders, challenge established ways of working and turn findings into deliverable improvements.
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...
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