Service Designer – Lean, User, Workflows

Service Designer – Digital Channels

Duration: 3 months initially

Location : Hybrid - 2 days office (South London) , 3 days remote

Pay Rate: £542.25 per day

Our client is looking for an interim Service Designer who will work with priority service areas to understand current customer journeys, operational processes, pain points and demand drivers. The role will map high-level as-is and to-be processes and identify practical changes that improve customer experience, reduce avoidable demand, reduce officer time, improve hand-offs and support delivery of MTFS savings targets.

The role is not limited to access routes or digital channels. It covers any service process, workflow, hand-off, communication, data, form, script, policy interpretation, staff guidance or operational practice that may create avoidable contact, delay, rework, repeat chasing or unnecessary cost.

Role Responsibilities:

• Work with priority services to understand current customer journeys, operational workflows and process pain points
• Produce high-level as-is and to-be process maps for selected services, journeys or operational processes
• Identify avoidable demand, repeat contact, unnecessary officer effort, rework, delay, complaints, poor hand-offs and unclear ownership
• Identify low-effort, high-impact opportunities for service improvement, demand reduction, time saving and cost avoidance
• Recommend improvements to process, people, policy application, digital routes, staff guidance, data, content, forms, scripts, customer updates and management controls
• Support services to prioritise changes based on customer impact, operational impact, officer time saved, deliverability, cost, benefit and MTFS contribution
• Translate findings into agreed actions for the CAST delivery plan, internal tracker, benefits log and service BAU improvement plans.

Required Skills And Experience:

• Service design, business analysis, process improvement, lean/service improvement or user-centred design experience
• Ability to map as-is and to-be journeys, processes, workflows and hand-offs
• Ability to work with service managers, subject matter experts and frontline staff to identify practical improvements
• Experience using data and qualitative insight to identify customer needs, failure demand, officer effort, rework and pain points
• Ability to translate research into clear, practical recommendations with owners, actions and benefits
• Technical understanding of digital channels, forms, web content and accessibility, where these affect demand or customer experience
• Ability to identify opportunities for demand reduction, officer-time reduction, cost avoidance and MTFS support
• Strong facilitation, communication and stakeholder engagement skills
• Ability to produce concise, visual and practical outputs that can be implemented by services
• Local government, public sector or customer service experience is desirable.

Minorities, women, LGBTQ+ candidates, and individuals with disabilities are encouraged to apply.

Interviews will take place next week, so please apply immediately or call Bangura Solutions to discuss this opportunity further