Location
London Borough of Tower Hamlets, Whitechapel Office (Hybrid role with expectation to be in office three days a week)

Hours
Full Time - Fixed Term Contract for 6 months

Salary
Grade M £62,743 - £66,084 per annum

About the Role
We are recruiting for a Senior Transformation Service Designer / Business Analyst to support the Residents’ Hub Transformation programme. Tower Hamlets is a diverse and vibrant borough in the heart of London with ambitions to improve the lives of its 332,000 residents. The Residents' Hub Transformation Programme is a major initiative redesigning how residents access council and partner services across the borough, focusing on creating simpler customer journeys, improving access to support, and increasing resolution at first contact.

The role involves leading service redesign activity, developing a robust, evidence-led Target Operating Model for the future service. You will lead design workshops with a wide range of stakeholders, gather requirements, analyse data, and translate insight into practical solutions. You will also support the development of business cases, operating models, service design products, and implementation plans.

This position requires working across council services and with external partners, including public services, health partners, community organisations, and neighbourhood teams, to create a more joined-up and accessible experience for residents. The role is suited to an innovative and ambitious professional with a track record of delivering successful Target Operating Models, customer journeys, and service improvements that deliver meaningful outcomes.

Experience
- Proven experience delivering complex transformation programmes and business analysis, preferably within local government.
- Skilled in leading design workshops and stakeholder engagement.
- Experience in customer services is a strong advantage.

About you
- Self-motivated and proactive, able to take ownership and deliver key projects.
- Excellent facilitation and relationship-building skills at all organisational levels.
- Able to present complex work clearly and concisely.
- Committed to working collaboratively to bring people on board with key initiatives.

Qualifications
Not explicitly stated, but relevant experience and skills in transformation, service design, and business analysis are essential.