Public Service Design Lead: Transform Resident Experience

Southwark; London Borough of Southwark; On-site; GBP 47,000 - 55,000; Full time

Job summary

Southwark Council in London is seeking a Service Design Lead to shape public services through user-centred design across transformation projects. You will work with residents, frontline services and multidisciplinary teams to deliver evidence‑based improvements and lasting change.

The role requires leading or supporting service design in large organisations, and a strong ability to translate research into practical service enhancements.

Qualifications

• Experience leading or supporting service design projects in large or complex organisations.
• Strong understanding of user-centred design methods: research, journey mapping, service blueprinting, prototyping, testing.
• Ability to translate research, insight and data into practical improvements.
• Strong facilitation and communication skills to bring people together to solve problems.
• Experience working with multidisciplinary teams and stakeholders.
• Experience using digital collaboration/prototyping tools like Miro, Figma or equivalents.
• Strong analytical and problem‑solving skills linking resident experience to processes.
• Qualification in Service Design, UX, or related discipline or equivalent experience.
• Commitment to inclusive services improving resident experience and value for money.

Responsibilities

• Lead service design activity across transformation programmes from discovery to implementation.
• Work with residents, staff and stakeholders to understand needs and opportunities.
• Develop user journeys, service blueprints and prototypes to test ideas.
• Facilitate workshops and co‑design sessions with residents and staff.
• Collaborate with Senior Service Design Leads, Delivery Leads and BAs to ensure deliverability.
• Embed equality, accessibility and inclusion into service design.
• Use testing and pilots to refine solutions and support improvement.
• Contribute to service design standards and templates across the Change Team.

Skills

User-centred design

Facilitation

Stakeholder engagement

Multidisciplinary teamwork

Analytical thinking

Communication

Education

Qualification in Service Design, UX, or Human-Centred Design

Tools

Miro

Figma

Job description

Southwark Council in London is seeking a Service Design Lead to shape public services through user-centred design across transformation projects. You will work with residents, frontline services and multidisciplinary teams to deliver evidence‑based improvements and lasting change.

The role requires leading or supporting service design in large organisations, and a strong ability to translate research into practical service enhancements.