Service Designer

Become a Service designer at Hackney, and help our residents get the best possible services from the council.

The Customer Experience team is part of Customer Services and ICT.

We’re home to the Council’s user-centred design capability. Made up of designers, researchers, product managers, analysts, and software engineers.

We formed in 2021 and have done some great work since. Such as:

• helping to improve access at Adult Social Care
• reviving our Single View product
• doing a discovery on accessibility across services.

We’re now looking to grow the team and recruit a number of roles, such as this one.

Where we work

We work remotely most of the time. We try to go to the office in the Hackney Service Centre once a week (on a Wednesday), and have team days off-site once a quarter.

This is flexible for the right candidate. We’ll review it together to make sure it works for everyone and that it follows guidance on working for Hackney.

What we do

Our vision is to help residents get the best possible services from the council.

We help residents find information, use services, and get support from the council, in a way that works for them.

To do this we:

• manage Hackney.gov.uk
• partner with Customer Operations
• work with teams from across the council
• follow the methods set out in the Government Service Manual.

About the role

As a service designer, you will design the resident journey of services.

To do this you will:

• visualise and prototype services and interactions, using a range of methods
• help teams understand the wider context of what they’re working on and how it fits into a service for residents
• interrogate, improve and create the backend systems and processes needed to support services
• use and create new design patterns
• help identify insights and needs, and translate them into designs.

About you

The role will suit you if you:

• are or have been a service designer who wants to make a difference
• have done a different role with relevant skills, and/ or are interested and willing to learn
• have experience in journey or service mapping, prototyping, and design systems
• can work in a fast-paced environment, as part of a diverse team.

Our priorities

Over the next year we plan to deliver:

• a website that works for residents
• the systems, training and processes for Customer Operations to meet resident needs
• a roadmap of service design opportunities
• a brilliant and high-performing team.

We’re starting with Hackney.gov.uk and Customer Operations because:

• they’re the main interfaces between residents and the council’s services, so it benefits everyone when they work well

• they’ll help us understand where the biggest opportunities to improve the council’s services are, and give us the tools and influence to do it.