Transformation Service Designer

Southern Housing; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Job summary

Southern Housing is seeking a Transformation Service Designer to help shape end-to-end services for residents, driving efficiency and supporting the organisation's Transformation Plan. You will collaborate with Business and Systems Analysts, Architects, Data teams and Change Partners to ensure user-centred solutions.

Based in one of our London-area offices with hybrid working, you will lead design workshops, journey mapping, and co-design with residents and stakeholders, translating complex

Qualifications

• Experience designing end-to-end services with physical and digital touchpoints.
• Good understanding of service design principles, methods and tools.
• Skilled with design tools including Miro and design frameworks to create proposals and prototypes.
• Able to present complex recommendations to both senior leaders and non-technical audiences.
• Experience creating training and testing materials to support adoption of new processes.

Responsibilities

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

Skills

End-to-end service design

Stakeholder engagement

Prototyping & journey mapping

Miro and design tools

Storytelling & visuals

Tools

Miro

Graphic design software

Job description

About The Role

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.

Reporting to the Service Design Manager, you'll be responsible for designing end-to-end services that improve outcomes for residents, deliver efficiencies and support the delivery of Southern Housing's Transformation Plan. You'll work closely with Business and Systems Analysts, Solution and Integration Architects, Data Quality colleagues, Transformation Change Partners and Technology teams to ensure solutions are user-centred, scalable and successfully embedded across the organisation.

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-centred 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.

About Us

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.