Lead Service Designer

📍 Job Overview

Job Title: Lead Service Designer Company: BCC Careers (Birmingham City Council) Location: United Kingdom Job Type: Full time Category: Operations Strategy & Design Date Posted: 2025-08-20T08:09:31 Experience Level: Mid-Senior Level (implied 2-5 years) Remote Status: On-site

🚀 Role Summary

• This role is focused on transforming public services through a human-centered design approach, directly impacting customer experience and operational efficiency within Birmingham City Council.
• The Lead Service Designer will drive the redesign of council services, focusing on improving customer contact points and embedding a culture of continuous improvement across various departments.
• Key responsibilities will involve leveraging data analysis and collaborative methodologies to ensure service interactions are efficient, consistent, and customer-focused.
• The position is offered as a secondment opportunity, providing a unique chance to contribute to significant change initiatives within the Customer Experience Programme.

📝 Enhancement Note: The job title "Lead Service Designer" and the focus on "Customer Experience Programme" and "transforming services" strongly indicate a role within operations, specifically focused on service delivery optimization and user journey mapping. The emphasis on "human-centred design" and "continuous improvement" aligns with modern operational excellence frameworks.

📈 Primary Responsibilities

• Lead the design and redesign of council services to enhance customer experience and operational efficiency.
• Drive the consolidation of support functions and improvement of customer contact points across various council services.
• Implement human-centered design principles to ensure services are intuitive, accessible, and meet user needs effectively.
• Utilize data analysis to identify service delivery gaps, customer pain points, and opportunities for process improvement and automation.
• Foster a culture of continuous improvement by championing new methodologies and encouraging feedback loops within operational teams.
• Collaborate with cross-functional teams, stakeholders, and service delivery units to ensure seamless integration of redesigned services.
• Develop and maintain service blueprints, user journey maps, and other design artifacts to communicate service strategies and operational frameworks.
• Champion channel shift initiatives, optimizing customer interactions across digital and traditional service delivery channels.
• Contribute to the strategic direction of the Customer Experience Programme, aligning service design efforts with broader council objectives.
• Manage and mentor junior designers or team members involved in service transformation projects.

📝 Enhancement Note: Based on the "Lead" title and the context of transforming services, the responsibilities are inferred to include strategic leadership, process redesign, stakeholder management, and a strong focus on measurable outcomes in customer satisfaction and operational efficiency.

🎓 Skills & Qualifications

Education:

• While formal education is not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Service Design, Business Administration, Public Administration, or a related field is typically expected for a Lead role in this domain.

Experience:

• Proven experience in service design, user experience (UX) design, or a related design discipline, with a strong portfolio demonstrating successful service transformation projects.
• Experience in leading design projects, managing stakeholders, and driving consensus among cross-functional teams.
• Demonstrated ability to apply human-centered design methodologies throughout the entire service lifecycle, from discovery to iteration.
• Experience within the public sector or a large, complex organization is highly beneficial, given the context of Birmingham City Council.
• Familiarity with service design tools and techniques, such as journey mapping, service blueprints, user research, prototyping, and usability testing.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools.
• Human-Centered Design: Proven ability to translate user needs and behaviors into effective service solutions.
• Collaboration & Stakeholder Management: Excellent interpersonal skills to work effectively with diverse teams, including service delivery staff, IT, policy, and management.
• Data Analysis & Interpretation: Ability to analyze qualitative and quantitative data to inform design decisions and measure service performance.
• Customer Experience (CX) Focus: A strong commitment to improving customer satisfaction and engagement in public services.
• Problem-Solving: Analytical and critical thinking skills to identify complex service delivery issues and develop innovative solutions.
• Change Management Acumen: Understanding of change management principles to facilitate the adoption of new services and processes.

Preferred Skills:

• Public Sector Experience: Familiarity with the operational landscape and challenges within local government.
• Agile Methodologies: Experience working within Agile or Lean frameworks to deliver iterative service improvements.
• Digital Transformation: Understanding of digital service delivery, channel shift strategies, and the use of technology to enhance services.
• Process Improvement: Knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma) and their application to service design.
• Team Leadership/Mentorship: Experience in guiding or mentoring junior designers or project team members.

📝 Enhancement Note: The mention of "Grade 6" and the salary range suggests a mid-to-senior level role, implying a need for significant experience in service design and leadership. The "Customer Experience Programme" context further highlights the importance of CX skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Redesign Case Studies: Showcase projects where you have successfully redesigned existing services, detailing the problem, your approach, the tools and methodologies used, and the measurable outcomes achieved (e.g., improved customer satisfaction, reduced operational costs, increased efficiency).
• User Journey Maps & Service Blueprints: Examples demonstrating expertise in visualizing complex service interactions and identifying opportunities for improvement or innovation.
• Human-Centered Design Process: Evidence of applying user research, empathy mapping, persona development, and usability testing to inform design decisions.
• Data-Driven Design: Portfolios that illustrate how data (quantitative and qualitative) was used to identify needs, validate designs, and measure the impact of service changes.
• Collaboration & Cross-Functional Work: Examples that highlight your ability to work effectively with diverse teams, manage stakeholder expectations, and communicate design concepts clearly to non-design audiences.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping current state processes, identifying inefficiencies, and designing optimized future-state workflows for service delivery.
• Implementation & Automation Strategies: Provide examples of how you have contributed to the implementation of new service processes, including the consideration of automation opportunities to enhance efficiency and user experience.
• Measurement & Performance Analysis: Showcase your approach to defining key performance indicators (KPIs) for services and how you have used data to monitor, evaluate, and iterate on service designs post-launch.

📝 Enhancement Note: For a Lead Service Designer role, a robust portfolio is crucial. It should not just display final designs but also the strategic thinking, process, and collaborative efforts behind them, emphasizing impact and measurable improvements in service delivery and customer experience.

💵 Compensation & Benefits

Salary Range: £50,788 - £62,801 per annum (Grade 6)

Benefits:

• Secondment Opportunity: A unique chance to gain experience in a high-impact program until March 2026, with potential for extension based on funding.
• Professional Development: Opportunities to develop skills and experience within the Customer Experience Programme, contributing to significant organizational change.
• Work-Life Balance: The role is 36.5 hours per week, suggesting a standard professional working week. Birmingham City Council also welcomes applications from people with caring responsibilities and considers flexible working options.
• Employee Support: As an accredited Disability Confident Leader employer, the council is committed to employing, retaining, and developing all its people and supports reasonable adjustments during the recruitment journey.
• Pension Scheme: Public sector roles typically offer competitive pension schemes.
• Annual Leave: Standard annual leave entitlements for public sector employees, likely increasing with service.
• Potential for Networking: Opportunity to build a network within Birmingham City Council and the public sector.

Working Hours: 36.5 hours per week. Flexible working options will be considered, which is beneficial for managing personal commitments alongside operational responsibilities.

📝 Enhancement Note: The salary range is provided and falls within the typical band for a Lead or Senior role in service design within the UK public sector. The benefits highlight the temporary nature of the secondment but also the significant development opportunities it presents.

🎯 Team & Company Context

🏢 Company Culture

Industry: Public Sector / Local Government Company Size: Birmingham City Council is one of the largest local authorities in Europe, employing tens of thousands of people. This large scale implies a complex organizational structure with diverse service areas and significant potential for impact. Founded: Birmingham City Council has a long history, with its modern form dating back to the Local Government Act of 1888. This history suggests a deep-rooted organizational culture, but also a commitment to evolving services to meet contemporary needs.

Team Structure:

• The role is part of the Customer Experience Programme. This suggests a dedicated team or initiative focused on improving service delivery and customer interactions across the council.
• The Lead Service Designer will likely work within a project-based structure, collaborating with project managers, business analysts, digital specialists, operational service managers, and frontline staff.
• Reporting lines would typically be to a Programme Manager or Head of Service within the Customer Experience initiative.

Methodology:

• The programme emphasizes human-centered design, data analysis, and continuous improvement.
• Expect a methodology that involves user research, journey mapping, iterative prototyping, and cross-functional workshops to co-create solutions.
• There's a strong drive for channel shift and efficient customer contact, indicating a focus on digital transformation and process optimization.

Company Website: https://www.birmingham.gov.uk/ (Inferred from the domain)

📝 Enhancement Note: Working within a large local authority like Birmingham City Council means navigating a complex stakeholder environment and a culture that balances tradition with the need for modern, efficient service delivery. The Customer Experience Programme is a strategic initiative, suggesting a forward-thinking approach within the council.

📈 Career & Growth Analysis

Operations Career Level: This is a "Lead" position, indicating a senior individual contributor or a team lead role within the operations/service design domain. It requires significant autonomy and the ability to influence strategic direction and operational practices. Reporting Structure: The Lead Service Designer will likely report to a Programme Manager or a Director within the Customer Experience Programme. They will collaborate extensively with Heads of Service, operational managers, and frontline teams across various council departments. Operations Impact: The role has a direct impact on how citizens interact with and perceive council services. By improving service design and customer experience, this role contributes to increased citizen satisfaction, operational efficiency, and potentially cost savings for the council. It plays a crucial part in the council's ambition to deliver excellent customer service.

Growth Opportunities:

• Skill Specialization: Deepen expertise in service design, UX, customer journey mapping, and public sector service transformation.
• Leadership Development: Gain experience in leading projects, mentoring team members, and influencing strategic decisions within a large public sector organization.
• Cross-Departmental Exposure: Work across various service areas (e.g., housing, social care, licensing, education), broadening understanding of diverse operational challenges and citizen needs.
• Contribution to Strategic Initiatives: Be a key player in a high-profile program (Customer Experience Programme) that is central to the council's future service delivery model.
• Potential for Permanent Role: While this is a secondment, successful performance could lead to permanent opportunities within the council's operations or design teams.

📝 Enhancement Note: The secondment nature of the role offers a defined period to gain specialized experience. The "Lead" title suggests a path towards more senior management or specialized design roles, either within this program or elsewhere in the council.

🌐 Work Environment

Office Type: While not explicitly stated, roles within Birmingham City Council's central programs are typically based in professional office environments within council buildings. As it's an on-site role, expect a standard office setting. Office Location(s): Birmingham City Council has various office locations across Birmingham. The specific location for this secondment would likely be within a central hub for the Customer Experience Programme, but this needs to be confirmed.

Workspace Context:

• Collaborative Environment: The role necessitates close collaboration with a diverse range of internal stakeholders, suggesting an environment that supports teamwork and open communication.
• Tools & Technology: Expect access to standard office productivity tools, design software (e.g., Figma, Adobe Creative Suite), and potentially specialized service design platforms or collaboration tools.
• Team Interaction: Opportunities to engage with a dedicated programme team, service delivery managers, and potentially user groups for feedback and co-design sessions.

Work Schedule: The standard 36.5 hours per week is typical for UK public sector roles. The consideration of flexible working options can provide a good balance, allowing for efficient workflow management and personal needs.

📝 Enhancement Note: The on-site requirement means candidates should be prepared to work from a designated council office in Birmingham, engaging directly with colleagues and stakeholders.

📄 Application & Portfolio Review Process

Interview Process:

• Application Review: Initial screening based on CV and application form, with a strong emphasis on relevant experience in service design and customer experience.
• Shortlisting: Candidates will be shortlisted based on the CV provided, with attach CV being a mandatory requirement.
• Interview Stage(s): Likely to involve one or more interviews with a panel including programme leads, service managers, and potentially HR representatives. Expect questions to assess your design philosophy, problem-solving approach, understanding of public service delivery, and collaborative capabilities.
• Potential Practical Exercise/Presentation: Given the nature of the role, candidates might be asked to present a case study from their portfolio or complete a short design challenge related to a public service scenario.

Portfolio Review Tips:

• Highlight Impact: Focus on demonstrating the tangible outcomes of your service design work – how did your designs improve customer experience, efficiency, or achieve specific organizational goals? Quantify results where possible.
• Showcase Process: Clearly articulate your design process, from initial research and ideation through to implementation and iteration. Explain why you made certain choices.
• Demonstrate Collaboration: Include projects that clearly show your ability to work with diverse teams, manage stakeholder expectations, and incorporate feedback.
• Tailor to Public Sector: If possible, showcase projects that have a public service or social impact focus, demonstrating an understanding of the unique challenges and opportunities in this sector.
• Prepare a Narrative: Be ready to walk through your case studies, explaining the context, your role, the challenges, your solutions, and the results, in a compelling and concise manner.

Challenge Preparation:

• Understand Public Service Context: Familiarize yourself with common challenges in local government service delivery, such as budget constraints, diverse user needs, legacy systems, and regulatory requirements.
• Think Human-Centered: Approach any hypothetical challenge with a focus on understanding the user's perspective and designing solutions that are empathetic and effective.
• Process & Efficiency Focus: Be prepared to discuss how you would approach improving a service, identifying inefficiencies, and leveraging data or technology to enhance outcomes.
• Stakeholder Communication: Consider how you would communicate your design proposals and rationale to different stakeholders (e.g., senior management, frontline staff, citizens).

📝 Enhancement Note: The mandatory CV requirement for shortlisting is a critical detail. Candidates should ensure their CV is comprehensive and tailored to the role's responsibilities. The emphasis on "positive action to support us to achieve diverse shortlists" suggests the council actively seeks diverse candidates.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Proficiency in tools like Figma, Sketch, Adobe XD, Miro, Mural for wireframing, prototyping, journey mapping, and collaborative whiteboarding.
• User Research Platforms: Experience with tools for user interviews, usability testing, and surveys (e.g., UserTesting.com, SurveyMonkey, Google Forms).
• Data Analysis & Visualization Tools: Familiarity with tools like Excel, Google Sheets, Tableau, Power BI, or similar for analyzing user data, performance metrics, and creating dashboards.
• CRM & Workflow Management: While not explicitly stated, understanding of how services integrate with CRM systems or workflow automation tools would be beneficial for understanding the end-to-end service delivery.

Analytics & Reporting:

• Performance Metrics Tools: Ability to define, track, and report on key performance indicators (KPIs) related to service delivery and customer satisfaction.
• Reporting Dashboards: Experience in creating clear and actionable reports or dashboards to communicate service performance to stakeholders.

CRM & Automation:

• CRM Systems: General understanding of CRM principles and how they support customer interactions and service delivery.
• Workflow Automation: Awareness of opportunities for automating repetitive tasks within service processes to improve efficiency.

📝 Enhancement Note: While specific tool requirements aren't listed, a strong foundation in modern design and collaboration tools is expected for a Lead Service Designer role. The ability to leverage data for insights is also paramount.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of citizens, ensuring interactions with the council are positive and effective.
• Collaboration: A strong emphasis on working together across teams and departments to achieve shared goals and deliver integrated services.
• Innovation & Continuous Improvement: A drive to constantly seek better ways of working, embracing new ideas and methodologies to enhance service delivery.
• Openness & Transparency: Encouraging open communication, sharing information, and being transparent in processes and decision-making.
• Inclusivity & Diversity: A culture that values different perspectives, backgrounds, and experiences, as evidenced by the positive action statements in the job posting.

Collaboration Style:

• Cross-functional Integration: The role requires active collaboration with various departments, including IT, policy, communications, and frontline service delivery teams.
• Process Review & Feedback: A culture of constructive feedback and iterative improvement is likely, where designs and processes are shared and refined collaboratively.
• Knowledge Sharing: Encouraging the sharing of best practices, user insights, and design approaches within the program team and across the council.

📝 Enhancement Note: The council's commitment to diversity and inclusion, and the emphasis on collaboration within the Customer Experience Programme, indicate a culture that values collective effort and diverse input in achieving service excellence.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Bureaucracy: Working within a large public sector organization can involve complex approval processes and a need to influence multiple stakeholders with potentially competing priorities.
• Legacy Systems & Processes: Public services often rely on older technology or established, sometimes rigid, processes that can be challenging to transform.
• Budgetary Constraints: Public sector organizations operate under strict budgets, requiring designs to be cost-effective and demonstrate clear ROI.
• Diverse User Needs: Serving a broad and diverse population means designing services that are accessible and meet the needs of individuals with varying abilities, digital literacy, and backgrounds.
• Change Adoption: Ensuring that new service designs and processes are effectively adopted by frontline staff and accepted by citizens requires strong change management and communication.

Learning & Development Opportunities:

• Public Service Design Expertise: Gaining in-depth experience in designing services specifically for the public sector, understanding its unique ecosystem.
• Strategic Program Involvement: Contributing to a major organizational transformation initiative like the Customer Experience Programme.
• Mentorship & Leadership: Opportunities to mentor junior colleagues and develop leadership skills in a complex organizational setting.
• Industry Engagement: Potential to attend public sector innovation or service design conferences and engage with peers in the field.

📝 Enhancement Note: The challenges presented are common in public sector transformations, offering significant learning opportunities for a candidate eager to develop expertise in this domain.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "How would you approach redesigning a council service to improve citizen satisfaction and operational efficiency? Walk me through your process." (Focus on human-centered design, data analysis, and stakeholder engagement.)
• Collaboration: "Describe a time you had to influence stakeholders with differing opinions on a service design project. How did you build consensus?" (Prepare examples demonstrating negotiation, communication, and understanding of diverse perspectives.)
• Problem-Solving: "Imagine a council service is experiencing high call volumes and long wait times. What steps would you take to diagnose the problem and propose solutions?" (Emphasize user research, data analysis, and potential service improvements like channel shift or process optimization.)

Company & Culture Questions:

• Culture Alignment: "What do you understand about Birmingham City Council's commitment to customer experience and service transformation?" (Research the council's strategic goals and the Customer Experience Programme.)
• Team Dynamics: "How do you approach working within a cross-functional team to deliver complex projects?" (Highlight your collaborative style and how you contribute to team success.)
• Impact Measurement: "How do you measure the success of a service design initiative?" (Discuss KPIs, user feedback, and operational metrics.)

Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio case studies as narratives, clearly outlining the problem, your role, the process, the solution, and the measurable impact.
• Data Visualization: Be prepared to show how you've used data to inform decisions and demonstrate results. Use charts, graphs, or key metrics effectively.
• Process Walkthrough: Clearly explain your design methodology and how you adapted it to the specific project context.
• Conciseness: Be mindful of time and present the most relevant aspects of your work efficiently. Focus on quality over quantity.

📝 Enhancement Note: Candidates should be prepared to articulate their understanding of public service delivery and how their design expertise can contribute to the council's strategic objectives. Demonstrating empathy for citizens and operational efficiency will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Oracle Cloud link.
• Crucially, upload your up-to-date CV via the attachments section of your application. Applications without a CV attached will not be considered for shortlisting.
• Tailor your CV: Highlight specific experience in service design, customer experience improvement, human-centered design, data analysis, and any experience with public sector or large organizational transformations. Use keywords from the job description.
• Prepare your portfolio: Select 2-3 strong case studies that best demonstrate your skills in service redesign, user journey mapping, and achieving measurable outcomes. Be ready to discuss your process and impact in detail.
• Research Birmingham City Council: Understand their mission, values, and the goals of the Customer Experience Programme. This will help you tailor your application and prepare for interview questions about cultural fit and strategic alignment.
• Practice your presentation: If you anticipate a portfolio presentation or case study discussion, practice articulating your experience clearly and concisely, focusing on the impact of your work.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.