Location
Lynton House, Ilford, IG1, London Borough of Redbridge

Hours
Full Time

Contract
Fixed-Term Contract – 18 months

Salary
£45,750 per annum

About the Role
Are you an experienced Service Designer with a passion for redesigning services, improving customer experiences and driving meaningful change? Redbridge Council is delivering an ambitious Modernisation Programme to help shape the future of the organisation. Working in partnership with services across the Council, the programme focuses on improving how services are designed and delivered, making better use of data, digital technology, automation and innovation to improve outcomes for residents and ensure services remain sustainable for the future.

We are looking for experienced Service Designers to play a leading role in transforming council services. Working across high-profile modernisation programmes, you will help redesign end-to-end services that are simpler, more accessible, digitally enabled and centred around the needs of residents, staff and partners.

As a Service Designer within the Digital Transformation Team, you will lead service design activity across a portfolio of transformation initiatives, working closely with Heads of Service, operational teams, programme leads, digital specialists and multidisciplinary delivery teams.

You will be responsible for leading service discovery, facilitating workshops, analysing complex services and translating insight into practical, deliverable service improvements. You will challenge existing ways of working, identify opportunities for redesign and help shape future services that are viable, feasible and desirable.

Key responsibilities include:
- Leading end-to-end service discovery and redesign across complex, cross-Council transformation programmes.
- Mapping and analysing current services, customer journeys and processes to identify pain points, inefficiencies and opportunities for improvement.
- Designing future-state services that improve resident outcomes, customer experience and operational efficiency.
- Producing high-quality service design artefacts including service blueprints, journey maps, ecosystem maps and prioritised improvement backlogs.
- Facilitating workshops, co-design sessions and stakeholder engagement activities to build consensus and drive change.
- Working closely with digital, data and technology teams to ensure service designs are practical, scalable and aligned to the Council’s technology roadmap.
- Identifying opportunities to use digital platforms, automation, AI and emerging technologies to simplify services and reduce manual effort.
- Championing user-centred design, accessibility and evidence-based decision-making across programmes and services.
- Supporting continuous improvement by ensuring service redesign activity delivers measurable outcomes and benefits.

Experience
Proven track record of leading end-to-end service design within complex transformation programmes. Experience engaging with senior stakeholders, facilitating challenging conversations and influencing decision-making through evidence, insight and user-centred design principles.

About you
Confident communicator with strong analytical and problem-solving skills. Ability to build effective relationships across organisational boundaries and multidisciplinary teams. Passionate about improving public services and driving innovative, resident-focused service design.

Qualifications
Relevant qualifications or demonstrable experience in service design, user experience, digital transformation or related fields are desirable but not explicitly stated. A commitment to continuous professional development and evidence-based practice is essential.