Senior Service Designer

We are seeking an experienced Senior Service Designer to join the Product function at Birmingham City Council, helping to design and improve services that make a real difference for residents, businesses and colleagues across the city.

This role is ideal for a senior service design practitioner who enjoys working on complex, end‑to‑end services, leading discovery and design activity, and supporting organisations to adopt user‑centred, evidence‑based ways of working at scale.

As part of Digital and Technology Services, you will play a key role in shaping how Birmingham designs and delivers public services in the internet age. You will work closely with colleagues across product, design, data, technology and service areas to ensure services are accessible, inclusive, efficient and focused on real user needs.

Alongside hands‑on delivery, this role includes a strong coaching and culture‑building element. You will help embed service design thinking, user‑centred practice and continuous improvement across the organisation.

What You’ll Be Doing

• Leading service design across complex, high‑impact services, from discovery through to live and continuous improvement.
• Designing end‑to‑end services that meet genuine user needs while balancing organisational, policy and technical constraints.
• Working closely with product managers, delivery teams and service colleagues to shape service visions, outcomes and roadmaps.
• Planning and running research, discovery and co‑design activity to understand problems, test ideas and inform decisions.
• Using qualitative and quantitative evidence to improve services, measure impact and support continuous learning.
• Championing accessible, inclusive and trauma‑informed design at every stage of delivery.
• Applying agile and iterative ways of working to help teams learn quickly and improve services over time.
• Coaching and supporting other designers and service teams, helping to grow service design capability across the council.
• Acting as a role model for user‑centred design, collaboration and our organisational values.

About You

This role is well suited to someone with strong service design experience who is motivated by public service and solving complex problems at scale.

You will bring:

• Experience leading service design work in multidisciplinary, agile environments.
• Confidence designing services that span people, processes, policy and technology.
• Strong communication and facilitation skills, with the ability to influence and collaborate with a wide range of stakeholders.
• Experience using research, data and evidence to inform design decisions and demonstrate impact.
• A mindset of curiosity, optimism and continuous learning, with confidence to challenge assumptions and the status quo.

Above all, you will share our commitment to designing accessible, inclusive and user‑centred public services, and to using design to deliver better outcomes for Birmingham’s communities.

Why Join Us?

• Work on services that directly improve the lives of Birmingham’s residents and communities.
• Be part of a growing Product and User‑Centred Design function at the heart of a large, complex organisation.
• Collaborate with skilled multidisciplinary teams across design, product, data and technology.
• Help shape how service design and user‑centred thinking are embedded across Birmingham City Council.
• Develop your career in a supportive, learning‑focused environment committed to continuous improvement.
• Contribute to the transformation of digital and non‑digital services in one of Europe’s largest local authorities.