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
We are seeking a skilled Service Designer to join Lambeth Council's 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.
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Collaborate with service areas to analyze existing customer journeys and operational processes.
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Create detailed maps of current and future customer journeys, workflows, and service processes.
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Identify and address:
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Avoidable demand
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Repeat contacts
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Officer workload
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Process inefficiencies
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Delays
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Complaints
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Rework
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Ineffective hand-offs
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Develop actionable recommendations to enhance customer experience and service delivery.
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Identify opportunities for:
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Reducing demand
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Saving time
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Avoiding costs
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Improving processes
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Achieving MTFS savings
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Suggest enhancements to:
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Processes
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Customer communications
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Forms
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Digital services
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Staff guidance
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Policies
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Operational controls
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Lead workshops and engagement sessions with stakeholders.
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Assist service managers in prioritizing improvement opportunities.
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Convert insights into actionable plans, benefits tracking, and CAST programme deliverables.
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Produce clear, visual, and practical outputs to support implementation.
Requirements:
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Extensive experience in:
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Service Design
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Business Analysis
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Process Improvement
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Lean Methodologies
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User-Centred Design
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Proficiency in mapping customer journeys, business processes, workflows, and service interactions.
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Strong grasp of customer experience enhancement and service transformation.
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Experience in identifying failure demand, pain points, and operational inefficiencies.
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Ability to translate research and analysis into practical recommendations and delivery plans.
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Strong facilitation and stakeholder engagement skills.
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Experience collaborating with service managers, operational teams, and subject matter experts.
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Ability to prioritize improvements based on customer impact, operational benefit, cost, and feasibility.
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Excellent analytical and problem-solving skills.
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Superior communication and presentation abilities.
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Experience in Local Government.
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Background in public sector transformation.
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Experience in supporting customer access or service redesign programmes.
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Familiarity with digital services, web content, forms design, and accessibility standards.
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Experience contributing to demand reduction and efficiency initiatives.
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£542.25 per day (Umbrella)
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3 Month Contract
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Hybrid Working – 2 Days in Office / 3 Days Remote
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Location: Lambeth, London
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Opportunity to contribute to a high-profile service transformation programme.
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Direct involvement in implementing the Council's Customer Experience Strategy.
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Diverse work across multiple service areas and stakeholder groups.
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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.
