Transformation Service Designer

Salary: £50,000 - 50,000 per year

Requirements:

• Recognised Service Design certification or previous professional experience in a Service Designer role
• Proven experience designing end-to-end services with physical and digital touch points, including prototyping, service design mapping and delivery strategy
• Good understanding of service design principles, methods and tools
• Skilled in using design tools such as Miro, along with service design frameworks and graphic design software to create and share design proposals, prototypes and visuals
• Experience engaging diverse stakeholders and communities
• Ability to present complex recommendations and findings to a range of stakeholders, translating technical concepts for senior leaders and non-technical audiences
• Experience designing for change, including creating training and testing materials, and supporting end users to adopt new ways of working, systems and processes
• Strong storytelling skills across visual, data and user-centred narratives

Responsibilities:

• Lead service design workshops, user research, journey mapping and prototyping activities to understand user needs and shape service improvements
• Design end-to-end services with digital and physical touch points that improve resident outcomes while reducing delivery costs
• Facilitate co-design activities with residents, colleagues and stakeholders to ensure services are built around real user needs
• Lead discovery phases of transformation projects, analysing existing processes and workflows to develop future-state service designs
• Work collaboratively with technology, architecture and data teams to ensure solutions are aligned to system architecture, data quality standards and organisational goals
• Contribute to continuous improvement by identifying smarter ways of working, improving processes and helping to deliver strategic objectives

Technologies:

• Embedded
• Support
• UX UI Design

More:

We are Southern Housing, and our residents are at the heart of everything we do. We are committed to delivering outstanding services, driving innovation and achieving our transformation ambitions. You will join our Design and Change Team to help deliver our Transformation Plan and Strategic Plan objectives by redesigning services, improving resident and colleague experiences, and ensuring transformation programmes deliver meaningful and sustainable outcomes. We are one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight and the Midlands, supporting over 167,000 people with somewhere affordable to call their own. This role is based at one of our offices in Farringdon, Croydon or Sittingbourne, with hybrid working available as agreed with your manager.

last updated 39 week of 2026