Service Design Lead

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

Do you enjoy turning insight into practical service improvements that make a real difference to people's lives?

Can you use user-centred design to help reshape services, improve resident experiences and deliver better value for money?

Does the opportunity to work on high-profile transformation programmes across one of London's largest councils excite you?

If yes, we have the perfect role for you!

Southwark Council is delivering a major programme of change to improve outcomes for residents while ensuring services remain financially sustainable. The Change Team within Strategy & Communities leads a cross-council portfolio of transformation work focused on improving how services operate, redesigning processes and delivering savings. The team brings together programme management, delivery management, service design, business analysis and PMO capability to support services across the council to develop and implement change.

We are looking for a talented Service Design Lead to help make services simpler, more inclusive and more effective through hands‑on, user‑centred design. This is an exciting opportunity to shape how services are designed and delivered across the council, ensuring they meet resident needs while supporting organisational priorities and financial sustainability.

What You'll Be Doing

As a Service Design Lead, you will lead service design activity within transformation projects from discovery and research through to prototyping and implementation. Working closely with residents, frontline services and multidisciplinary teams, you'll create evidence‑based solutions that improve outcomes and deliver lasting change.

Key responsibilities include:

• Leading service design activity across transformation programmes and projects from discovery through to implementation.
• Working with residents, staff and stakeholders to understand their needs and identify opportunities for improvement.
• Developing user journeys, service blueprints and prototypes to explore, communicate and test ideas.
• Facilitating workshops and co‑design sessions with residents, frontline staff and partners.
• Working closely with Senior Service Design Leads, Delivery Leads, Business Analysts and operational teams to ensure solutions are practical, affordable and deliverable.
• Embedding equality, accessibility and inclusion into service design, helping to reduce barriers for residents.
• Using evidence from testing, pilots and research to refine solutions and support continuous improvement.
• Contributing to the development of service design standards, templates and best practice across the Change Team.

What We're Looking For

We're looking for a skilled service designer who is passionate about improving public services and creating better experiences for residents.

You will have:

• Experience leading or supporting service design projects within large or complex organisations.
• A strong understanding of user-centred design methods, including research, journey mapping, service blueprinting, prototyping and user testing.
• The ability to translate research, insight and data into practical improvements to services and processes.
• Strong facilitation and communication skills, with experience bringing people together to explore problems and develop solutions.
• Experience working collaboratively within multidisciplinary teams and across a range of stakeholders.
• Experience using tools such as Miro, Figma or equivalent digital collaboration and prototyping platforms.
• Strong analytical and problem‑solving skills, with the ability to connect resident experience with organisational processes and systems.
• A qualification in Service Design, UX, Human‑Centred Design or a related discipline, or equivalent professional experience.
• A commitment to designing inclusive services that improve resident experience and deliver better value for money.

For detailed qualifications and requirements, please review the job description and person specification located at the bottom of the advert.

Occasional evening and out‑of‑hours working may be required to meet service needs.

Please note that we are unable to accept applications from individuals who require visa sponsorship.

Benefits and More Information

Find out more about why it's great to work for Southwark Council:

Advert close date: 11:59pm on 22/11/2026
Shortlisting date: 27/11/2026
Interview date: W/C 07/12/2026

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

Our Values and Behaviours:

At Southwark, our REACH values are at the heart of everything we do. We are committed to being Resident‑focused, Empowering, Accountable, Collaborative and Honest, in how we work with colleagues, residents, partners and communities. We welcome applications from people who share these values and are passionate about making a positive difference to our borough.

This vacancy is subject to the council's redeployment arrangements. Eligible redeployees will be considered first, and the vacancy may be withdrawn if a suitable redeployee is appointed.

We are an organisation that is passionate about our people and understands that the richness of diversity is fundamental to providing the best possible services to our communities. We particularly welcome applications from Black, Asian and ethnic minority communities to increase representation at senior management level within the Council.

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people who meet the minimum requirements of the role, including:

• Members of the Armed Forces and veterans
• People currently in care or who have previously been in care
• Disabled people and those with long‑term health conditions

Salary Range (Full time equivalent) £47,367 - £55,080