Public Sector Service Designer (Hybrid Contract)

Brio Digital Limited; Leeds; Hybrid; GBP 83,000 - 120,000; Full time

Job summary

Brio Partners is seeking a Service Designer to join a local government Customer Transformation Programme on a hybrid basis. You will embed within the programme, leading discovery, co-design workshops and journey mapping across multiple services to deliver accessible, inclusive and efficient end-to-end experiences.

The role focuses on service redesign, operating models and governance artefacts, with workstreams spanning digital, channel and people-enabled delivery.

Qualifications

• Experience designing services within large, complex organisations.
• Public sector or local government transformation programmes.
• Ability to map customer journeys and create service blueprints.
• Experience designing workshops for stakeholders including senior leaders.
• Knowledge of accessibility and inclusion in service design.
• Ability to work independently and in multidisciplinary teams.

Responsibilities

• Plan and facilitate discovery activity across customer-facing services.
• Design and run workshops with customers, stakeholders and service teams.
• Map end-to-end customer journeys and analyse needs, pain points and opportunities.
• Develop service blueprints and future-state service designs.
• Identify opportunities to simplify journeys and reduce failure demand.
• Support the design of customer-focused operating models.
• Work with subject matter experts to define service standards and design principles.
• Contribute to common service patterns that can be reused across multiple services.
• Ensure accessibility, inclusion and assisted digital needs are built into designs.
• Support testing and validation of proposed service designs.
• Help prioritise opportunities emerging from discovery.
• Produce governance papers, presentations and programme documentation, and engage senior stakeholders and service leadership teams.
• Coach and work alongside council staff to build internal service design capability.

Skills

Service design

Workshop facilitation

User-centred design

Customer journey mapping

Operating model design

Accessibility and inclusion

Independent working

Job description

Brio Partners is seeking a Service Designer to join a local government Customer Transformation Programme on a hybrid basis. You will embed within the programme, leading discovery, co-design workshops and journey mapping across multiple services to deliver accessible, inclusive and efficient end-to-end experiences.

The role focuses on service redesign, operating models and governance artefacts, with workstreams spanning digital, channel and people-enabled delivery.