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Service Designer (Interim)

Civic Recruitment Limited

Job Location:

Brixton - UK

Monthly Salary: Not provided by the employer

Posted: 4 September 2026 (19 hours ago)

Application Deadline: 2 December 2026

Vacancies: 1 Vacancy

Job Summary

Service Designer Customer Access & Service Transformation (CAST) Programme 3 Month Contract

Location: 6 Brixton Hill London SW2 1RW

Rate: 542.25 per day (Umbrella)

Contract: 3 Month Contract (Potential extension to 6 months)

Working Pattern: Hybrid 2 Days in Office / 3 Days Remote

Pay: Daily Rate

Summary

We are seeking a skilled Service Designer to join Lambeth Councils Customer Access and Service Transformation (CAST) Programme. This role is integral to the implementation of the Customer Experience Strategy 2026-2029. The successful candidate will collaborate with key service areas to analyze customer journeys pinpoint operational challenges and devise actionable improvements. The aim is to enhance customer satisfaction minimize unnecessary demand boost efficiency and support transformation and cost-saving goals. This position encompasses comprehensive service design extending beyond digital interfaces to include processes workflows communications policies systems and operational practices.

Responsibilities

Collaborate with service areas to analyze existing customer journeys and operational processes.
Create detailed maps of current and future customer journeys workflows and service processes.
Identify and address:
- Avoidable demand
- Repeat contacts
- Officer workload
- Process inefficiencies
- Delays
- Complaints
- Rework
- Ineffective hand-offs
Develop actionable recommendations to enhance customer experience and service delivery.
Identify opportunities for:
- Reducing demand
- Saving time
- Avoiding costs
- Improving processes
- Achieving MTFS savings
Suggest enhancements to:
- Processes
- Customer communications
- Forms
- Digital services
- Staff guidance
- Policies
- Operational controls
Lead workshops and engagement sessions with stakeholders.
Assist service managers in prioritizing improvement opportunities.
Convert insights into actionable plans benefits tracking and CAST programme deliverables.
Produce clear visual and practical outputs to support implementation.

Essential

Requirements

Requirements:

Extensive experience in:
- Service Design
- Business Analysis
- Process Improvement
- Lean Methodologies
- User-Centred Design
Proficiency in mapping customer journeys business processes workflows and service interactions.
Strong grasp of customer experience enhancement and service transformation.
Experience in identifying failure demand pain points and operational inefficiencies.
Ability to translate research and analysis into practical recommendations and delivery plans.
Strong facilitation and stakeholder engagement skills.
Experience collaborating with service managers operational teams and subject matter experts.
Ability to prioritize improvements based on customer impact operational benefit cost and feasibility.
Excellent analytical and problem-solving skills.
Superior communication and presentation abilities.

Desirable

Experience in Local Government.
Background in public sector transformation.
Experience in supporting customer access or service redesign programmes.
Familiarity with digital services web content forms design and accessibility standards.
Experience contributing to demand reduction and efficiency initiatives.

Whats on Offer

542.25 per day (Umbrella)
3 Month Contract
Hybrid Working 2 Days in Office / 3 Days Remote
Location: Lambeth London
Opportunity to contribute to a high-profile service transformation programme.
Direct involvement in implementing the Councils Customer Experience Strategy.
Diverse work across multiple service areas and stakeholder groups.
Potential for contract extension to 6 months.

This role is ideal for individuals with experience as a Service Designer Senior Service Designer Business Analyst User-Centred Design Consultant Customer Experience Consultant Process Improvement Manager Service Improvement Lead Transformation Consultant or Change Manager.

Required Skills:

Essential Requirements Significant experience in: Service Design Business Analysis Process Improvement Lean Methodologies User-Centred Design Experience mapping customer journeys business processes workflows and service interactions. Strong understanding of customer experience improvement and service transformation. Experience identifying failure demand pain points and operational inefficiencies. Ability to convert research and analysis into practical recommendations and delivery plans. Strong facilitation and stakeholder engagement skills. Experience working with service managers operational teams and subject matter experts. Ability to prioritise improvements based on customer impact operational benefit cost and deliverability. Strong analytical and problem-solving abilities. Excellent communication and presentation skills. Desirable Requirements Local Government experience. Public Sector transformation experience. Experience supporting customer access or service redesign programmes. Knowledge of digital services web content forms design and accessibility requirements. Experience contributing to demand reduction and efficiency programmes. Whats on Offer 542.25 per day (Umbrella) 3 Month Contract Hybrid Working 2 Days Office / 3 Days Remote Location: Lambeth London Opportunity to work on a high-profile service transformation programme. Direct involvement in delivering the Councils Customer Experience Strategy. Varied work across multiple service areas and stakeholder groups. Potential contract extension to 6 months. Suitable for candidates with experience as a Service Designer Senior Service Designer Business Analyst User-Centred Design Consultant Customer Experience Consultant Process Improvement Manager Service Improvement Lead Transformation Consultant or Change Manager.

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