Service Designer in Gateshead

Minimum 40% of time spent in the office, Civic Centre, Gateshead.

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. You’ll be a highly valued member of a team that recognises and respects the skills you bring, encourages creativity and supports a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many roles, as well as a full suite of employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Our Customer Experience and Digital service sits at the heart of transforming how Gateshead Council delivers modern, user-focused public services. You’ll be joining a forward-thinking Digital Team that fosters creativity, collaboration and continuous improvement to develop solutions that improve customer contact. 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.

Do you enjoy solving problems, working with data, and improving how services work for people? As a Service Designer (Service Redesign Analyst), you’ll work on end-to-end service design projects to improve user experience, increase efficiency, and support transformation across the Council. You’ll be part of a highly motivated, multi-disciplinary team using tools like service blueprints and process mapping to help services make lasting changes that matter.

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 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 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.
• Generous Annual Leave: 28 days of annual leave, rising to 32 days after 5 years, plus the 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 working options.
• Learning & Development: Access training and progression opportunities to grow your career.
• Health & Wellbeing Support: Discounted gym memberships and mental health resources.
• Cycle to Work Scheme: Tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Salary sacrifice car scheme in partnership with NHS Fleet Solutions.
• Exclusive Discounts & Salary Sacrifice: Via our VIVUP platform with discounts and salary sacrifice options.

We are an equal opportunities employer and aim to have a culture 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. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

You can apply online using the apply now button below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications. Be detailed and specific, paying particular attention to any relevant criteria. If you have questions about your application, please contact our recruitment team via recruitment@gateshead.gov.uk.

Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. In high-volume recruitment, 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 to ensure a fair process. We encourage early applications.