Service Design Lead

Recruit with Purpose; North East; Hybrid; GBP 46,000 - 62,000; Full time

Benefits offered by this job

Car allowance

Benefits package

Job summary

Recruit with Purpose is supporting a Housing Association in the North East to appoint a Service Design Lead. You will shape services, place customers at the heart of decisions and work with senior teams to identify opportunities and deliver practical improvements.

You will develop customer journeys, service blueprints and future-state designs to enable transformation across people, processes and technology. This hybrid role requires 2 days onsite in the North East.

Qualifications

• Experience leading service design or service improvement activities within a complex organisation.
• A strong understanding of service design methodologies, tools and frameworks.
• Experience facilitating workshops, stakeholder engagement activities and co-design sessions.
• Translate customer insight, research and operational data into meaningful recommendations and improvements.
• Strong analytical, problem-solving and communication skills.
• Experience delivering change, transformation or continuous improvement initiatives.
• The confidence to influence, challenge and build relationships with stakeholders at all levels.
• Experience within housing would be beneficial, but we're equally interested in hearing from candidates from other customer-focused, complex or regulated sectors who can bring fresh perspectives and ideas.

Responsibilities

• Lead end-to-end service design and redesign activity, helping teams understand the current experience and identify opportunities to deliver better outcomes.
• Develop customer journeys, service blueprints and future-state designs that provide a roadmap for transformation.
• Support the delivery and embedding of improvements, working alongside teams to introduce new ways of working, drive continuous improvement and measure success.
• Champion service design across the organisation and help build capability and a culture of collaboration, innovation and customer focus.

Skills

Service design leadership

Workshop facilitation

Stakeholder management

Analytical skills

Communication skills

Change management

Job description

Can you bring people, processes and technology together to create better services?

This is an opportunity to influence meaningful change across an organisation committed to delivering great customer outcomes.

I am working with a Housing Association who are committed to delivering great services for their customers and colleagues. As they continue to invest in transformation and improvement across the organisation, they are looking for a Service Design Lead who can help rethink, redesign and improve the services that matter most.

This is a fantastic opportunity for someone who is passionate about customer-centred design, service improvement and organisational change. You'll work across the business, bringing people together to understand challenges, identify opportunities and create services that are more efficient, effective and intuitive for everyone who uses them.

What You'll Be Doing

As the Service Design Lead, you'll play a key role in shaping how services are designed and improved across the organisation. Working closely with senior leaders, operational teams and customer experience colleagues, you'll help establish and embed a consistent approach to service design that puts customers at the heart of decision making.

You'll lead end-to-end service design and redesign activity, helping teams understand the current experience and identify opportunities to deliver better outcomes. Through workshops, stakeholder engagement and collaborative design sessions, you'll bring together diverse perspectives to create practical solutions that improve both customer and colleague experiences.

Using customer insight, operational data and frontline expertise, you'll build a clear picture of how services currently operate and where improvements can be made. You'll develop customer journeys, service blueprints and future-state designs that provide a roadmap for transformation and ensure services work effectively across people, processes and technology.

You'll also support the delivery and embedding of improvements, working alongside teams to introduce new ways of working, drive continuous improvement and measure success. As a champion of service design, you'll help build capability across the organisation, encouraging a culture of collaboration, innovation and customer focus.

They are looking for:

• Experience leading service design or service improvement activities within a complex organisation.
• A strong understanding of service design methodologies, tools and frameworks.
• Experience facilitating workshops, stakeholder engagement activities and co-design sessions.
• The ability to translate customer insight, research and operational data into meaningful recommendations and improvements.
• Strong analytical, problem-solving and communication skills.
• Experience delivering change, transformation or continuous improvement initiatives.
• The confidence to influence, challenge and build relationships with stakeholders at all levels.

Experience within housing would be beneficial, but we're equally interested in hearing from candidates from other customer-focused, complex or regulated sectors who can bring fresh perspectives and ideas.

The salary on offer is £53,500 + Car Allowance and a great benefits package.

The role is hybrid with 2-days onsite in the office in the North East. This is essential throughout the organisation to ensure you're building relationships with key stakeholders and direct colleagues.