Purpose of the assignment Service Designer (Interim)
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The interim Service Designer will work with priority service areas to understand current customer journeys, operational processes, pain points and demand drivers. The role will map high-level as-is and to-be processes and identify practical changes that improve customer experience, reduce avoidable demand, reduce officer time, improve hand-offs and support delivery of MTFS savings targets.
The role is not limited to access routes or digital channels. It covers any service process, workflow, hand-off, communication, data, form, script, policy interpretation, staff guidance or operational practice that may create avoidable contact, delay, rework, repeat chasing or unnecessary cost.
2. Principal accountabilities Service Designer (Interim)
work with priority services to understand current customer journeys, operational workflows and process pain points
produce high-level as-is and to-be process maps for selected services, journeys or operational processes
identify avoidable demand, repeat contact, unnecessary officer effort, rework, delay, complaints, poor hand-offs and unclear ownership
identify low-effort, high-impact opportunities for service improvement, demand reduction, time saving and cost avoidance
recommend improvements to process, people, policy application, digital routes, staff guidance, data, content, forms, scripts, customer updates and management controls
support services to prioritise changes based on customer impact, operational impact, officer time saved, deliverability, cost, benefit and MTFS contribution
translate findings into agreed actions for the CAST delivery plan, internal tracker, benefits log and service BAU improvement plans. xiskglj
3. Required skills and experience
service design, business analysis, process improvement, lean/service improvement or user-centred design experience
ability to map as-is and to-be journeys, processes, workflows and hand-offs
ability to work with service managers, subject matter experts and frontline staff to identify practical improvements
experience using data and qualitative insight to identify customer needs, failure demand, officer effort, rework and pain points
ability to translate research into clear, practical recommendations with owners, actions and benefits
technical understanding of digital channels, forms, web content and accessibility, where these affect demand or customer experience
ability to identify opportunities for demand reduction, officer-time reduction, cost avoidance and MTFS support
strong facilitation, communication and stakeholder engagement skills
ability to produce concise, visual and practical outputs that can be implemented by services
local government, public sector or customer service experience is desirable.
Service Designer (Interim) in Brixton employer: Rated Traders Ltd
As a Customer Service Assistant, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and development. Our company offers comprehensive training, opportunities for career advancement, and a culture that values teamwork and innovation, all set in a vibrant location that fosters both personal and professional growth.
