Service Designer

Are you an experienced Service Designer with a passion for redesigning services, improving customer experiences and driving meaningful change?

Redbridge Council is delivering an ambitious Modernisation Programme to help shape the future of the organisation. Working in partnership with services across the Council, the programme focuses on improving how services are designed and delivered, making better use of data, digital technology, automation and innovation to improve outcomes for residents and ensure services remain sustainable for the future.

We are looking for experienced Service Designers to play a leading role in transforming council services. Working across high-profile modernisation programmes, you will help redesign end-to-end services that are simpler, more accessible, digitally enabled and centred around the needs of residents, staff and partners.

About the Role

As a Service Designer within the Digital Transformation Team, you will lead service design activity across a portfolio of transformation initiatives, working closely with Heads of Service, operational teams, programme leads, digital specialists and multidisciplinary delivery teams.

You will be responsible for leading service discovery, facilitating workshops, analysing complex services and translating insight into practical, deliverable service improvements. You will challenge existing ways of working, identify opportunities for redesign and help shape future services that are viable, feasible and desirable.

Overview of the role:

• Lead end-to-end service discovery and redesign across complex, cross-Council transformation programmes.
• Map and analyse current services, customer journeys and processes to identify pain points, inefficiencies and opportunities for improvement.
• Design future-state services that improve resident outcomes, customer experience and operational efficiency.
• Produce high-quality service design artefacts including service blueprints, journey maps, ecosystem maps and prioritised improvement backlogs.
• Facilitate workshops, co-design sessions and stakeholder engagement activities to build consensus and drive change.
• Work closely with digital, data and technology teams to ensure service designs are practical, scalable and aligned to the Council’s technology roadmap.
• Identify opportunities to use digital platforms, automation, AI and emerging technologies to simplify services and reduce manual effort.
• Champion user-centred design, accessibility and evidence-based decision-making across programmes and services.
• Support continuous improvement by ensuring service redesign activity delivers measurable outcomes and benefits.

About You

You will be an experienced Service Designer with a strong track record of leading end-to-end service design within complex transformation programmes.

You will be confident engaging with senior stakeholders, facilitating challenging conversations and influencing decision-making through evidence, insight and user-centred design principles. You will combine strong analytical and problem-solving skills with excellent communication and relationship-building abilities, enabling you to work effectively across organisational boundaries and multidisciplinary teams.

If you are passionate about improving public services and want to help shape the future of Redbridge Council through innovative, resident-focused service design, we would love to hear from you.