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

Summary

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

• 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.
  

What's 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 Council's Customer Experience Strategy.
  


• Diverse work across multiple service areas and stakeholder groups.
  


• Potential for contract extension to 6 months.