Service Designer

As a Service Designer, you will lead and support the investigation, analysis and redesign of council services, systems and processes. You will apply service design (with a focus on UX and user research), business analysis and data-driven insight to improve end-to-end journeys, enhance performance and deliver measurable benefits.

Working across a range of services, you will collaborate with stakeholders at all levels to understand user needs, challenge existing ways of working and co-design sustainable solutions that deliver better outcomes for residents.

What You’ll Be Doing

• Leading discovery and analysis to understand user needs, service challenges and improvement opportunities, utilising UX design and user researcher techniques
• Designing and documenting ‘as-is’ and ‘to-be’ processes to improve customer journeys and service outcomes
• Producing high-quality service design artefacts, including process maps, business requirements, user stories and business cases
• Using data and insight to inform decision-making and quantify benefits
• Supporting delivery through Agile or Waterfall methodologies, including contributing to UAT and implementation activity
• Facilitating workshops, interviews and collaborative design sessions with stakeholders
• Challenging existing practices and identifying innovative, cost-effective solutions
• Supporting continuous service improvement across the council

About You

We are looking for someone who is passionate about improving services and making a real difference to residents.

You will bring:

• Experience in service design, business analysis or process improvement
• Strong analytical skills, with the ability to interpret complex data and translate it into actionable insight
• A proven ability to map and redesign processes and develop clear, structured requirements
• Excellent stakeholder engagement and facilitation skills
• Experience working in project environments using Agile and/or Waterfall approaches
• A collaborative mindset, with the confidence to challenge and influence
• A commitment to delivering high-quality, user-centred services

Experience within the public sector would be an advantage.