Service Designer – ICT

Hackney; Greater London; Hybrid; GBP 49,000 - 52,000; Full time

Job summary

A local government organization in Greater London seeks a Service Designer to improve user journeys and digital services. The role involves prototyping, journey mapping, and collaborating with diverse teams to enhance resident experiences. Candidates should have service design expertise, government experience, and a desire to make a positive impact. Offering a competitive salary and a hybrid work model, this position is ideal for ambitious designers energetic about local governance and service improvement.

Benefits

28 paid holiday days, rising to 33 after 5 years

Local Government Pension Scheme

Flexible hybrid working

Childcare vouchers

Discounts at leisure centres and local establishments

Qualifications

• Experience in journey or service mapping, prototyping, and design systems.
• Work experience in local or central government.
• Ability to work in a fast-paced environment.

Responsibilities

• Visualise and prototype services and interactions.
• Help teams understand the service context.
• Improve backend systems and processes for user support.
• Translate insights into effective designs.

Skills

Service design

Journey mapping

Prototyping

Design systems

Collaboration in multidisciplinary teams

Job description

12 month Fixed Term / Secondment Opportunity

£49,155 to £51,228 plus £6,389 market supplement pa

About the role

At Hackney we have an ambitious vision to make the borough fairer, safer, greener, healthier and a great place for every child to grow up. To help deliver that vision, we have developed a cross-council transformation programme, supported by a matrix managed team who work with colleagues across the organisation to deliver improved digital services for residents and staff.

This role will sit in the Customer Experience team which is home to the council’s user‑centred design capability. It’s made up of service designers, user researchers, product managers, digital analysts, and software engineers. You will primarily work across the following programmes of work :

• Resident Experience – moving to a resolution centre model, with an efficient, effective digital offer and targeted support for residents who can’t access that
• Strategic & enabling services – improving the efficiency and effectiveness of our core internal support services for staff.

As a Service Designer in this team, you’ll focus on improving the user journey across our services. To do this you will :

• Visualise and prototype services and interactions, using a range of methods
• Help teams understand the wider context of what they’re working on and how it fits into a service for users
• Interrogate, improve and create the backend systems and processes needed to support users
• Use and create new design patterns
• Identify insights and needs, and translate them into designs.

About you

We don’t expect you to tick every box on our job description. The role will suit you if you :

• Are a service designer who wants to make a difference
• Have experience in journey or service mapping, prototyping, and design systems
• Can work in a fast‑paced environment, as part of a multidisciplinary, diverse team
• Have relevant experience in local or central government experience.

Just as important as your background is your mindset – we’re committed to putting residents at the heart of everything we do and designing and delivering inclusive services that work for everyone. You’ll be committed to doing the best for local people and share our values of being open, inclusive, ambitious, proud, pioneering and proactive.

Hackney is one of London’s most diverse and exciting communities and these new roles provide a great opportunity to make a real impact. We know that to deliver real, long‑term change and transformation for residents, we need teams of talented, innovative and forward‑thinking professionals to help us achieve this.

If you have the technical skills we’re looking for, experience in local government and share our values please get in touch.

What we love about working for Hackney

• Doing work that has a positive impact on residents’ lives
• A diverse workforce that reflects our community
• Flexibility of hybrid working and being able to have a good work‑life balance
• No one day is ever the same and you’ll get to work across a wide range of services.

In return you will benefit from :

• A generous holiday allowance of 28 paid days, rising to 33 days (after 5 years) plus bank holidays
• Membership of the excellent Local Government Pension Scheme
• Standard 36 hour week (7.2 hours per day, Monday to Friday)
• Wide range of learning and development opportunities
• Comprehensive range of staff benefits such as childcare vouchers, new technology schemes, Cyclesheme, interest‑free loans on annual travel cards, discounts at leisure centres (Better), restaurants, shops and other local establishments.

Where we work

We offer hybrid working. You will be expected to come into our offices in Hackney Town Hall two days a week to work with your team. Like many organisations, our hybrid arrangements are evolving and you may be expected to work from the office more frequently in future.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.

This application process replaces a supporting statement.

Closing date for applications : 04 January 2025 (22 : 59)

Interview date : 15 & 16 Janauary 2026

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are : Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.