About this role
Salary: £104,000 - 119,600 per year
Requirements: Service design, business analysis, process improvement, lean/service improvement or user-centred design experienceAbility to map as-is and to-be journeys, processes, workflows and hand-offsAbility to work with service managers, subject matter experts and frontline staff to identify practical improvementsExperience using data and qualitative insight to identify customer needs, failure demand, officer effort, rework and pain pointsAbility to translate research into clear, practical recommendations with owners, actions and benefitsTechnical understanding of digital channels, forms, web content and accessibility where these affect demand or customer experienceAbility to identify opportunities for demand reduction, officer-time reduction, cost avoidance and MTFS supportStrong facilitation, communication and stakeholder engagement skillsAbility to produce concise, visual and practical outputs that can be implemented by servicesLocal government, public sector or customer service experience is desirable Responsibilities: We work with priority services to understand current customer journeys, operational workflows and process pain pointsWe produce high-level as-is and to-be process maps for selected services, journeys or operational processesWe identify avoidable demand, repeat contact, unnecessary officer effort, rework, delay, complaints, poor hand-offs and unclear ownershipWe identify low-effort, high-impact opportunities for service improvement, demand reduction, time saving and cost avoidanceWe recommend improvements to process, people, policy application, digital routes, staff guidance, data, content, forms, scripts, customer updates and management controlsWe support services to prioritise changes based on customer impact, operational impact, officer time saved, deliverability, cost, benefit and MTFS contributionWe translate findings into agreed actions for the CAST delivery plan, internal tracker, benefits log and service BAU improvement plans Technologies: SupportWebUX UI Design More:
We are seeking an interim Service Designer to work across priority service areas to understand customer journeys, operational processes, pain points and demand drivers. The role focuses on mapping high-level as-is and to-be processes and identifying practical changes that improve customer experience, reduce avoidable demand, save officer time, improve hand-offs and support delivery of MTFS savings targets. The scope covers any service process, workflow, hand-off, communication, data, form, script, policy interpretation, staff guidance or operational practice that may create avoidable contact, delay, rework, repeat chasing or unnecessary cost.
last updated 37 week of 2026