Transformation Service Designer

Southern Housing; Fleet; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Southern Housing is seeking a Transformation Service Designer to join our Design and Change Team. You will lead service design workshops, conduct user research, and map journeys to shape improvements for residents while driving efficiency.

The role involves designing end-to-end services with digital and physical touchpoints, facilitating co-design with residents and stakeholders, and guiding discovery phases of transformation projects.

Qualifications

• Recognised Service Design certification or have held a Service Designer role.
• Experience designing end-to-end services across digital and physical touchpoints.
• Ability to present complex recommendations to stakeholders.

Responsibilities

• Lead service design workshops, user research, journey mapping and prototyping to understand user needs.
• Design end-to-end services with digital and physical touchpoints to improve resident outcomes and reduce costs.
• Facilitate co-design activities with residents, colleagues and stakeholders.
• Lead discovery phases of transformation projects and develop future-state service designs.
• Collaborate with technology, architecture and data teams to align solutions with system architecture and data standards.

Skills

Service design

User research

Journey mapping

Prototyping

Stakeholder engagement

Miro

Graphic design software

Storytelling

Tools

Miro

Visio

Figma

Job description

We’re looking for a motivated and capable individual to join our team as a Transformation Service Designer. At Southern Housing, we are committed to delivering outstanding services for our residents, driving innovation and achieving our transformation ambitions, and this role plays a key part in making that happen.

Your day-to-day responsibilities will include:

• Leading service design workshops, user research, journey mapping and prototyping activities to understand user needs and shape service improvements.
• Designing end-to-end services with digital and physical touch points that improve resident outcomes whilst reducing delivery costs.
• Facilitating co-design activities with residents, colleagues and stakeholders to ensure services are built around real user needs.
• Leading discovery phases of transformation projects, analysing existing processes and workflows to develop future-state service designs.
• Working collaboratively with technology, architecture and data teams to ensure solutions are aligned to system architecture, data quality standards and organisational goals.

You’ll also contribute to continuous improvement by identifying smarter ways of working, improving processes and helping to deliver the strategic objectives of becoming the best large landlord for repairs by 2027, achieving a C1 regulatory rating by 2028 and delivering long-term efficiency savings.

This role is based at one of our offices in Farringdon, Croydon or Sittingbourne, with hybrid working arrangements available as agreed with your manager.

About You

We’re looking for someone who is creative, collaborative, curious and user-focused, with a passion for solving complex problems and improving services through design thinking.

Please note: Applications will only be considered from candidates who either hold a recognised Service Design certification or have held a Service Designer position in a professional capacity.

You’ll bring:

• Proven experience of designing end-to-end services with physical and digital touch points including prototyping, service design mappings and delivery strategy
• Good understanding of service design principles, methods and tools
• Skilled in using design tools such Miro, along with service design frameworks and graphic design software to create and share design proposals, prototypes, and visuals.
• Engaged diverse stakeholders and communities and Ability to present complex recommendations and findings to a range of stakeholders, translating technical concepts for senior leaders and non-technical audiences.
• Experience designing for change, including creation of training and testing materials, and supporting end users to adopt new ways of working, systems and processes.
• Strong storytelling skills across visual, data and user-centered narratives.

About The Team

You’ll be part of the Design and Change Team, working together to deliver Southern Housing’s Transformation Plan and Strategic Plan objectives. The team is responsible for redesigning services, improving resident and colleague experiences, and ensuring transformation programmes deliver meaningful and sustainable outcomes.

The team collaborates closely with colleagues across Technology, Data, Product Innovation, Transformation and Operational Services, as well as residents and key stakeholders, to ensure services are designed around the needs of the people who use them.