Service Designer (Interim)

Civic Recruitment Limited; Greater London; On-site; GBP 65,000 - 92,000; Full time

Benefits offered by this job

Hybrid working

London location

Contract extension potential

Job summary

Civic Recruitment Limited is seeking a skilled Service Designer for the CAST Programme in Lambeth. The role combines in-office collaboration with remote work, focusing on analysing customer journeys and redesigning services across processes, policies, and digital interfaces to cut avoidable demand and improve efficiency.

The successful candidate will lead workshops, translate insights into actionable plans, and support MTFS and transformation goals within a high-profile local government

Qualifications

• Extensive experience in Service Design, Business Analysis, Process Improvement, Lean Methodologies, and User-Centred Design.

Responsibilities

• Collaborate with service areas to analyze existing customer journeys and operational processes.
• Create detailed maps of current and future journeys, workflows, and service processes.
• Identify and address avoidable demand, repeat contacts, officer workload, and process inefficiencies.
• Develop actionable recommendations to enhance customer experience and service delivery.
• Identify opportunities to reduce demand, save time, and improve processes and costs.
• Lead workshops with stakeholders and assist managers in prioritising opportunities.
• Convert insights into plans, benefits tracking, and CAST programme deliverables.
• Produce clear, visual outputs to support implementation.

Skills

Service Design

Business Analysis

Process Improvement

Lean Methodologies

User-Centred Design

Stakeholder Facilitation

Stakeholder Engagement

Job description

Contract | Civic Recruitment Limited | United Kingdom

Posted On 03/09/2026

Job Information

Interim & Executive Management

City Brixton

Province Lambeth

Postal Code SW2

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.