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- Tasks: Design and improve services that make a real difference to people's lives.
- Company: Join Trust, an innovative housing, care and support provider with a strong inclusive culture.
- Benefits: Enjoy competitive salary, flexible working, and a comprehensive benefits package.
- Other info: Flexible hybrid working options and strong learning culture for personal growth.
- Why this job: Shape services that genuinely improve lives while working in a supportive environment.
- Qualifications: Experience in service design or business analysis is a plus, but potential is key.
The predicted salary is between 30000 - 40000 £ per year.
Trust has an exciting opportunity for a Service Design & Improvement Specialist to join the team!
Location: Flexible / Hybrid (Edinburgh, Glasgow or Wishaw with home working)
Hours: Permanent, full-time (35 hours per week)
Salary: Competitive - salary will be commensurate with experience.
We welcome applications from candidates with a wide range of backgrounds and experience.
About Trust
Trust is an innovative and forward looking, national housing, care and support provider, supporting over 4,000 households across the length and breadth of the country. We’re proud to be a Platinum Investors in People employer, known for our inclusive culture, strong values and commitment to learning, improvement and innovation.
About the Service Design & Improvement Specialist role:
We’re looking for a talented Service Designer to help us design and continuously improve services that make a real difference to people’s lives. This is a deliberately flexible, open level role. We’re keen to hear from people with different strengths and levels of experience – whether your background in service design and potentially business analysis. The scope and complexity of the role will be shaped around your experience, skills and development goals.
Working collaboratively with customers, colleagues and partners, you’ll help Trust improve how our services work, feel and perform – always putting people first.
What you’ll do as our Service Design & Improvement Specialist:
- Design better services
- Design and improve services using human centred and systems thinking approaches
- Support service design activity from early discovery through to implementation
- Plan and facilitate workshops, codesign sessions and design sprints
- Carry out and support user research to understand needs, journeys, pain points and motivations
- Turn insight into practical solutions such as customer journeys, process maps, personas, service blueprints and improvement options
- Support ideation and the redesign of customer and colleague experiences.
Drive improvement
- Document and improve processes and ways of working across Trust
- Analyse qualitative and quantitative data to identify issues, opportunities and priorities
- Work with service teams to codesign improvement plans and support delivery
- Support the development and use of performance measures and KPIs
- Help the organisation learn from customer feedback, complaints and insight
Work collaboratively
- Partner with teams across Trust to deliver shared priorities
- Champion a digital, data informed and evidence based approach
- Contribute to the development of service design and improvement tools, approaches and good practice
- Produce clear, accessible documentation, insights and recommendations
What you’ll bring
We’re interested in your capability and potential rather than a fixed set of qualifications. You may bring strengths in some, but not necessarily all, of the following:
- Experience in service design and continuous improvement. Experience of business analysis would also be useful but not a requirement
- Understanding of human centred design, systems thinking or improvement methodologies
- Ability to analyse complex problems and identify practical, user focused solutions
- Experience of mapping customer journeys, services and business processes
- Confidence working collaboratively with a wide range of stakeholders
- Ability to facilitate workshops or structured improvement conversations
- Strong communication skills – written, verbal and interpersonal
- Comfort working with data and using insight to inform decisions
- Good digital skills and an openness to new ways of working
- Experience in the housing, care or support sector is welcome but not essential.
Why Join Trust?
At Trust, you’ll find a supportive, inclusive environment where people are encouraged to learn, experiment and make a positive difference. We offer:
- Competitive salary (commensurate with experience)
- Highly flexible and hybrid working options
- A strong learning and development culture
- Competitive pension with salary sacrifices and generous annual leave
- A comprehensive benefits package including access to free counselling service and other well-being initiatives, 3x salary life insurance, employee discount scheme, cycle to work scheme etc.
- The chance to shape services that genuinely improve people’s lives
If you feel you are the right candidate for this Service Design & Improvement Specialist role, then please click ‘apply' now! We can only accept candidates residing in the UK who already have the right to work documents. All applicants must already hold the legal right to work in the UK and if successful will need to provide evidence. Unfortunately, we are unable to offer sponsorships for international applicants, or candidates currently working in the UK on a sponsored visa as we are unable to assist with renewal upon expiry.
No agencies please
We are an equal opportunities employer and welcome applications from all sections of the community. Trust Housing Association is a registered Scottish Charity (SC009086).
Service Design & Improvement Specialist employer: Trust Housing Association Limited
Contact Detail:
Trust Housing Association Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Design & Improvement Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the housing, care, and support sectors. Attend events or join online forums where you can connect with industry professionals. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your service design projects and improvement initiatives. Use visuals like customer journey maps and process flows to demonstrate your expertise. This will make you stand out when you apply through our website.
✨Tip Number 3
Prepare for interviews by practising common questions related to service design and improvement. Think about how you can showcase your experience with human-centred design and collaboration. We want to see how you can make a real difference at Trust!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s a great chance to reiterate why you’re the perfect fit for the Service Design & Improvement Specialist position.
We think you need these skills to ace Service Design & Improvement Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Service Design & Improvement Specialist role. We want to see how you can make a real difference at Trust!
Showcase Your Experience: Whether it's service design or business analysis, share specific examples of your past work. We love seeing how you've tackled challenges and improved services in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to communicate your ideas and experiences – we appreciate clarity as much as creativity!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Trust Housing Association Limited
✨Know Your Service Design Basics
Before the interview, brush up on key concepts in service design and improvement methodologies. Be ready to discuss how you’ve applied human-centred design or systems thinking in your previous roles. This will show that you understand the core principles that Trust values.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully designed or improved a service. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experience clearly and demonstrate your problem-solving skills.
✨Show Your Collaborative Spirit
Trust is all about teamwork, so be prepared to talk about how you've worked with diverse stakeholders in the past. Highlight any workshops or co-design sessions you've facilitated, and emphasise your ability to communicate effectively with different teams.
✨Bring Data Insights to the Table
Since the role involves analysing qualitative and quantitative data, be ready to discuss how you've used data to inform decisions in your previous roles. Share examples of how you’ve turned insights into practical solutions, as this aligns perfectly with what Trust is looking for.