Service Designer

Join our Customer Experience Capability

Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver them.

The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.

These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council.

Can you turn insight into practical service improvements that make life easier for residents and colleagues?

We are looking for a Service Designer to join our Customer Journeys team and lead service design activity across priority council services.

This role will help services understand their current customer journeys, identify pain points and opportunities, and design practical improvements that improve customer experience, support colleagues, and reduce avoidable demand. You will work across service boundaries, helping teams move from individual service thinking to whole-journey thinking.

You will work closely with service areas and enabling teams, including Digital, Business Change, Customer Intelligence, Voice of the Customer, and Customer Hub colleagues. The role will suit someone who enjoys tackling complex problems, facilitating collaboration, and turning evidence into clear and deliverable improvements.

In this role, you will:

• Lead service design activity across priority customer journeys
• Use discovery, research, and insight to understand customer and staff experience
• Develop journey maps, service blueprints, prototypes, and design recommendations
• Facilitate workshops and co-design sessions with customers, colleagues, and stakeholders
• Challenge assumptions and help services focus on user needs and evidence
• Support the testing, implementation, and evaluation of service improvements
• Line manage and support User Researcher colleagues where assigned

We are looking for someone who:

• Has experience applying service design methods in a complex organisation
• Can use insight and evidence to shape practical service improvements
• Is confident facilitating workshops and bringing people together around shared challenges
• Can translate complex problems into clear recommendations and actions
• Understands inclusive and accessible service design
• Can balance customer needs, operational realities, and organisational priorities
• Enjoys working collaboratively and influencing positive change