Service Designer (Interim)

Salary: £104,000 - 119,600 per year

Requirements:

• Service design, business analysis, process improvement, lean/service improvement or user-centred design experience
• Ability to map as-is and to-be journeys, processes, workflows and hand-offs
• Ability to work with service managers, subject matter experts and frontline staff to identify practical improvements
• Experience using data and qualitative insight to identify customer needs, failure demand, officer effort, rework and pain points
• Ability to translate research into clear, practical recommendations with owners, actions and benefits
• Technical understanding of digital channels, forms, web content and accessibility where these affect demand or customer experience
• Ability to identify opportunities for demand reduction, officer-time reduction, cost avoidance and MTFS support
• Strong facilitation, communication and stakeholder engagement skills
• Ability to produce concise, visual and practical outputs that can be implemented by services
• Local 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 points
• We produce high-level as-is and to-be process maps for selected services, journeys or operational processes
• We identify avoidable demand, repeat contact, unnecessary officer effort, rework, delay, complaints, poor hand-offs and unclear ownership
• We identify low-effort, high-impact opportunities for service improvement, demand reduction, time saving and cost avoidance
• We recommend improvements to process, people, policy application, digital routes, staff guidance, data, content, forms, scripts, customer updates and management controls
• We support services to prioritise changes based on customer impact, operational impact, officer time saved, deliverability, cost, benefit and MTFS contribution
• We translate findings into agreed actions for the CAST delivery plan, internal tracker, benefits log and service BAU improvement plans

Technologies:

• Support
• Web
• UX 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 36 week of 2026