Senior Service Designer

We are looking for an experienced Senior Service Designer to join our multidisciplinary Insight & Innovation team. You will lead service design across digital transformation projects, helping teams understand user needs and improve services from end to end. Working alongside developers, delivery managers, user researchers, data specialists and operational teams, you will ensure that digital products, processes, systems and policies come together to create accessible and effective experiences for residents. Projects could include improving how residents apply for financial support, report a problem or access services for children and families.

Responsibilities

• Lead service design across complex digital projects, from discovery through to implementation and evaluation.
• Plan and deliver research, journey mapping, service blueprinting, co-design and prototyping.
• Use qualitative and quantitative evidence to identify needs and shape practical solutions.
• Work within agile multidisciplinary teams and apply GDS standards and user-centred design principles.
• Facilitate workshops with residents, staff and partners, building shared understanding and challenging assumptions.
• Support teams to test, implement and continuously improve services.
• Coach colleagues and help strengthen service design capability across the Council.

Requirements

• At least three years’ experience in service design or equivalent relevant experience.
• Strong experience designing and improving end-to-end digital services.
• Practical knowledge of discovery, user research, journey mapping, service blueprinting, prototyping and evaluation.
• Experience working with agile multidisciplinary teams.
• Strong facilitation, communication and stakeholder-management skills.
• The ability to turn complex and ambiguous challenges into clear, practical opportunities.
• A commitment to accessibility, inclusion and evidence-led design.

Benefits

As an Investors in People Gold Award employer, we’re serious about supporting our staff. From flexible working, professional training and career development to wellbeing initiatives, we want our people to feel valued and supported in everything they do.