Service Designer

Overview

Service Designer – Hybrid working, 2 days in the Gateshead Office Civic Centre

Design Better Experiences. Deliver Better Outcomes.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. You’d be joining a forward-thinking Digital Team that develops solutions to improve customer contact and transforms how Gateshead Council delivers modern, user-focused public services. We design with our residents, not just for them, and work closely with services across the Council to make public services easier to use, more inclusive, and better value for money.

Join us and Put People at the Heart of Service Design. You’ll work on end-to-end service design projects to improve user experience, increase efficiency, and support transformation across the Council.

We’re expanding our team with this exciting career-graded role. At Gateshead Council, a career grade is a structured pathway that lets you grow within your role. As you gain experience, qualifications, and meet performance goals, you can progress through pay grades – without needing to apply for a new job. Experienced candidates may start at a higher grade, recognizing your skills, impact, and readiness to lead. This is a fixed term contract role for 2 years, subject to extension as required and agreed.

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What you’ll get to do

• Gather insights through user research, analyse service data, run co-design workshops, and map service journeys to spot pain points and improvement opportunities.
• Apply a structured, evidence-led approach to redesign services that are inclusive, accessible and work for everyone, ensuring service and solution designs meet accessibility standards and comply with legal requirements.
• Apply business and process analysis techniques to understand operational needs, constraints and service challenges.
• Apply a user-centred, end-to-end design approach to create joined-up services across digital, phone and face-to-face channels.
• Apply structured analytical approaches to support discovery work, transformation planning and service reviews.
• Communicate findings through clear visualisations and compelling evidence-based narratives to aid decision-making and help define success measures and metrics to evaluate service outcomes.
• Support the development, testing and iteration of digital and service solutions, including prototypes, translating user and business needs into documented requirements, acceptance criteria and scenarios for delivery teams.
• Build trusted relationships with stakeholders, influencing and constructively challenging them to adopt user-centred, evidence-led ways of working.

What you’ll bring

• Experience in conducting user research using both qualitative and quantitative methods and analysing findings to inform service or product design.
• Confidence in designing and facilitating collaborative workshops and stakeholder engagement sessions.
• Success in mapping and analysing end-to-end services and business processes to identify improvement opportunities, producing evidence-based recommendations and presenting them to diverse audiences.
• Experience in working with performance metrics to evaluate services and identify success measures and translating user needs into clear functional and non-functional requirements.
• Knowledge in user-centred design principles and practices and service design methods including journey mapping, co-design, and prototyping.
• Understanding of inclusive and accessible service design standards and legislation.
• Expertise in process and business analysis techniques, utilising data analysis concepts and data-informed decision making.
• Effective communication of research and analytical findings through storytelling and visualisation.

What’s in it for you

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We invest in your future too; benefits of Local Government Pension.
• Generous Annual Leave: 28 days rising to 32 days after 5 years (2 of which can be fixed by the Council), plus option to buy up to 10 extra days.
• Flexible Working Hours: Up to 26 flexi days per year (subject to business needs).
• Hybrid & Flexible Working: Flexible and hybrid options.
• Learning & Development: Wide range of training, development and progression opportunities.
• Health & Wellbeing Support: Discounted gym memberships via GLL and mental health resources.
• Cycle to Work Scheme: Tax-efficient cycle to work programme.
• Exclusive Discounts & Salary Sacrifice: Through VIVUP employee benefits platform with salary sacrifice options on white goods, electronics, and more.

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We embrace diversity and demonstrate equality for all, welcoming applications from suitably qualified people from all sections of the community.

How to apply

You can apply online using the apply now button below. You’ll be asked for details about you, your career history, skills, experiences and qualifications. Be as detailed and specific as possible, paying particular attention to any relevant items. If you have questions about your application, contact recruitment@ Gateshead.gov.uk.

Disability Confident employer: we guarantee an interview to all disabled applicants who meet the essential criteria. In high-volume recruitment situations, we may prioritise those who best meet the essential criteria based on information provided. The Council reserves the right to close this vacancy early or adjust shortlisting criteria; early applications are encouraged.