Service Designer: Hybrid Customer Experience Transformation

Civic Recruitment Limited; Brixton; Hybrid; GBP 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid working (2 days in office / 3 w

Location: Lambeth, London

Contract extension potential

Involvement in high-profile programme

Job summary

Civic Recruitment Limited is seeking a skilled Service Designer to join the CAST Programme for Lambeth Council. The role focuses on analyzing customer journeys, identifying operational challenges, and delivering improvements across processes, communications, and policies.

Hybrid working with 2 days in office and 3 days remote. Ideal candidates will have extensive service design, business analysis, and process improvement experience, with a track record in public sector transformation and

Qualifications

• Experience in service design, business analysis, and process improvement.
• Proficient in mapping customer journeys and service interactions.
• Strong focus on customer experience and service transformation.
• Ability to translate research into practical delivery plans.
• Excellent facilitation and stakeholder engagement skills.
• Experience in local government or public sector transformation.
• Familiar with digital services, forms design, and accessibility.
• Ability to prioritize improvements by impact, benefit, cost and feasibility.

Responsibilities

• Collaborate with service areas to analyze journeys and processes.
• Map current and future journeys, workflows, and service processes.
• Develop actionable recommendations to improve customer experience.
• Lead workshops and engagement sessions with stakeholders.
• Support managers in prioritising improvement opportunities.
• Convert insights into plans, benefits tracking, and CAST deliverables.
• Produce clear outputs to support implementation.
• Identify opportunities for demand reduction and efficiency.

Skills

Service Design

Business Analysis

Process Improvement

Lean Methodologies

User-Centred Design

Job description

Civic Recruitment Limited is seeking a skilled Service Designer to join the CAST Programme for Lambeth Council. The role focuses on analyzing customer journeys, identifying operational challenges, and delivering improvements across processes, communications, and policies.

Hybrid working with 2 days in office and 3 days remote. Ideal candidates will have extensive service design, business analysis, and process improvement experience, with a track record in public sector transformation and