Service Designer (Interim)

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

Brixton, United Kingdom | Posted on 03/09/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre‑screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

Job Description

Service Designer – Customer Access & Service Transformation (CAST) Programme – 3 Month Contract

Location: 6 Brixton Hill, London, SW2 1RW

Contract: 3 Month Contract (Potential extension to 6 months)

Working Pattern: Hybrid – 2 Days in Office / 3 Days Remote

Pay: Daily Rate

Summary

We are seeking a skilled Service Designer to join Lambeth Council's Customer Access and Service Transformation (CAST) Programme. This role is integral to the implementation of the Customer Experience Strategy 2026-2029. The successful candidate will collaborate with key service areas to analyze customer journeys, pinpoint operational challenges, and devise actionable improvements. The aim is to enhance customer satisfaction, minimize unnecessary demand, boost efficiency, and support transformation and cost‑saving goals. This position encompasses comprehensive service design, extending beyond digital interfaces to include processes, workflows, communications, policies, systems, and operational practices.

Responsibilities

• Collaborate with service areas to analyze existing customer journeys and operational processes.
  
• Create detailed maps of current and future customer journeys, workflows, and service processes.
  
• Identify and address:
  • Avoidable demand
  • Repeat contacts
  • Officer workload
  • Process inefficiencies
  • Delays
  • Complaints
  • Rework
  • Ineffective hand-offs
• Develop actionable recommendations to enhance customer experience and service delivery.
  
• Identify opportunities for:
  • Reducing demand
  • Saving time
  • Avoiding costs
  • Improving processes
  • Achieving MTFS savings
• Suggest enhancements to:
  • Processes
  • Customer communications
  • Forms
  • Digital services
  • Staff guidance
  • Policies
  • Operational controls
• Lead workshops and engagement sessions with stakeholders.
  
• Assist service managers in prioritizing improvement opportunities.
  
• Convert insights into actionable plans, benefits tracking, and CAST programme deliverables.
  
• Produce clear, visual, and practical outputs to support implementation.
  

Requirements

Requirements:

• Extensive experience in:
  • Service Design
  • Business Analysis
  • Process Improvement
  • Lean Methodologies
  • User-Centred Design
• Proficiency in mapping customer journeys, business processes, workflows, and service interactions.
  
• Strong grasp of customer experience enhancement and service transformation.
  
• Experience in identifying failure demand, pain points, and operational inefficiencies.
  
• Ability to translate research and analysis into practical recommendations and delivery plans.
  
• Strong facilitation and stakeholder engagement skills.
  
• Experience collaborating with service managers, operational teams, and subject matter experts.
  
• Ability to prioritize improvements based on customer impact, operational benefit, cost, and feasibility.
  
• Excellent analytical and problem‑solving skills.
  
• Superior communication and presentation abilities.
  
• Experience in Local Government.
  
• Background in public sector transformation.
  
• Experience in supporting customer access or service redesign programmes.
  
• Familiarity with digital services, web content, forms design, and accessibility standards.
  
• Experience contributing to demand reduction and efficiency initiatives.
  

What's on Offer?

• 3 Month Contract
• Hybrid Working – 2 Days in Office / 3 Days Remote
• Location: Lambeth, London
• Opportunity to contribute to a high‑profile service transformation programme.
• Direct involvement in implementing the Council's Customer Experience Strategy.
• Diverse work across multiple service areas and stakeholder groups.
• Potential for contract extension to 6 months.

This role is ideal for individuals with experience as a Service Designer, Senior Service Designer, Business Analyst, User-Centred Design Consultant, Customer Experience Consultant, Process Improvement Manager, Service Improvement Lead, Transformation Consultant, or Change Manager.