At Hillingdon Council, we are passionate about delivering high-quality services that put our residents first. Our Digital team plays a key role in transforming how we deliver services - using data, insight and innovative design to improve outcomes for our communities.
We are looking for a motivated and forward-thinking Service Designer to join our Service Design and Delivery team and help shape the future of our services.
As a Service Designer, you will lead and support the investigation, analysis and redesign of council services, systems and processes. You will apply service design (with a focus on UX and user research), business analysis and data-driven insight to improve end-to-end journeys, enhance performance and deliver measurable benefits.
Working across a range of services, you will collaborate with stakeholders at all levels to understand user needs, challenge existing ways of working and co-design sustainable solutions that deliver better outcomes for residents.
What You'll Be Doing
- Leading discovery and analysis to understand user needs, service challenges and improvement opportunities, utilising UX design and user researcher techniques
- Designing and documenting ‘as-is’ and ‘to-be’ processes to improve customer journeys and service outcomes
- Producing high-quality service design artefacts, including process maps, business requirements, user stories and business cases
- Using data and insight to inform decision-making and quantify benefits
- Supporting delivery through Agile or Waterfall methodologies, including contributing to UAT and implementation activity
- Facilitating workshops, interviews and collaborative design sessions with stakeholders
- Challenging existing practices and identifying innovative, cost-effective solutions
- Supporting continuous service improvement across the council
About You
We are looking for someone who is passionate about improving services and making a real difference to residents.
You will bring:
- Experience in service design, business analysis or process improvement
- Strong analytical skills, with the ability to interpret complex data and translate it into actionable insight
- A proven ability to map and redesign processes and develop clear, structured requirements
- Excellent stakeholder engagement and facilitation skills
- Experience working in project environments using Agile and/or Waterfall approaches
- A collaborative mindset, with the confidence to challenge and influence
- A commitment to delivering high-quality, user-centred services
Experience within the public sector would be an advantage.
We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.
Here’s a comprehensive overview of the fantastic benefits we provide:
- Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
- 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
- Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
- Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
- Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
- Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
- Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
- Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
- Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
- Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.
The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.
Recruitment Information
Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.
Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening:
- Qualifications Check
- 2 years of Referencing
Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.
It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.
