Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Birmingham City Council

Location: Birmingham, England, United Kingdom

Job Type: Full time

Category: User Experience & Service Design (Public Sector)

Date Posted: 2026-04-24T08:59:03

Experience Level: Mid-level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• This role focuses on the design and improvement of public services, ensuring they are user-centred, accessible, and inclusive for residents, businesses, and internal colleagues.

• The Service Designer will collaborate within multidisciplinary teams, applying user-centred design methodologies to understand user needs and optimize service delivery across people, systems, and technology.

• Key responsibilities include contributing to service discovery, mapping, and co-designing improved experiences, with a strong emphasis on iterative development based on feedback and data.

• The position offers an opportunity to impact meaningful public sector challenges within an expanding Product and User-Centred Design function, fostering continuous improvement and professional growth.

📝 Enhancement Note: This role is specifically for existing Birmingham City Council employees under S188 (Priority Movers and Lateral Movers). This significantly narrows the applicant pool and requires confirmation of employee status. The "Consultation grade - subject to formal evaluation under the Pay Equity Review" suggests the salary banding is provisional and may be subject to change.

📈 Primary Responsibilities

• Contribute to the design and enhancement of end-to-end services, operating under the guidance of senior practitioners to ensure alignment with organizational goals.

• Support comprehensive discovery and research activities to deeply understand user needs, identify service pain points, and gather critical insights for iterative design.

• Facilitate service mapping exercises and co-design workshops with diverse stakeholders, including users and internal colleagues, to collaboratively develop improved service experiences.

• Work dynamically within multidisciplinary teams, including product managers, developers, and researchers, to integrate design thinking into agile development cycles.

• Apply user-centred design principles and methodologies to enable teams to test hypotheses, learn rapidly, and continuously refine services based on empirical evidence.

• Act as a champion for accessible, inclusive, and human-centred design standards, ensuring all service designs meet diverse user requirements and ethical considerations.

• Proactively learn from user feedback, performance data, and service analytics to drive continuous improvement in both service design practices and outcomes.

• Actively contribute to the growth of the wider design and product community by sharing learnings, participating in knowledge exchange, and fostering collaborative working environments.

📝 Enhancement Note: The primary responsibilities highlight a hands-on approach to service design, emphasizing collaboration and iterative improvement. The role is positioned as a mid-level contributor, expected to work under guidance but also to take initiative in research and co-design activities. The focus on "people, systems, and technology" indicates a holistic approach to service design, moving beyond purely digital interfaces.

🎓 Skills & Qualifications

Education: While no specific educational degree is mandated, a strong portfolio demonstrating practical application of service design principles is essential. Candidates with degrees in Design, Human-Computer Interaction, Anthropology, Sociology, or related fields may find their academic background beneficial.

Experience: Demonstrable experience or exposure to service design, user-centred design, UX design, or related practices is required. Experience working within agile environments and multidisciplinary teams is crucial for effective collaboration and project delivery.

Required Skills:

• Demonstrable experience or exposure to service design, user-centred design, or related practices.

• Understanding of working in agile environments as part of multidisciplinary teams.

• Strong design skills, including proficiency in service blueprinting, user journey mapping, and prototyping.

• Excellent communication and interpersonal skills, with the ability to articulate ideas, present findings, and collaborate effectively with diverse stakeholders.

• A thoughtful and reflective approach to problem-solving, with a willingness to challenge assumptions and learn from evidence and feedback.

• Commitment to designing services and products with a strong user experience at the forefront.

Preferred Skills:

• Experience within the public sector or local government, understanding the unique challenges and opportunities of public service design.

• Familiarity with specific user research methodologies and tools.

• Experience in championing accessibility and inclusive design principles in practice.

• Basic understanding of product management principles and how service design integrates with product lifecycles.

• Ability to contribute to the development and refinement of design systems and standards.

📝 Enhancement Note: The emphasis is on practical skills and a collaborative mindset rather than formal qualifications. The "demonstrable experience or exposure" suggests that candidates transitioning from related fields like UX, product design, or even research, with a strong portfolio showcasing service design projects, will be considered. The role requires a proactive learner comfortable with ambiguity and iterative processes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio is mandatory and must showcase practical experience in service design, user-centred design, or related disciplines.

• Portfolio pieces should demonstrate the ability to understand user needs, identify service pain points, and co-design improved experiences.

• Include examples of service blueprints, user journey maps, research summaries, and any prototypes or case studies illustrating iterative design processes.

• Showcase work that highlights contributions to multidisciplinary teams and the application of agile methodologies.

Process Documentation:

• Evidence of contributions to service discovery and research phases, detailing methodologies used and insights gained.

• Examples of service mapping and problem identification, clearly outlining the process followed and the outcomes achieved.

• Case studies detailing how user-centred design methods were applied to test ideas and improve services iteratively.

• Documentation of collaborative design processes, illustrating how users and colleagues were involved in co-designing solutions.

📝 Enhancement Note: A strong portfolio is critical for this role. Candidates should prioritize showcasing their process, not just the final output. Examples of how they've translated research into actionable design improvements, especially within team settings and iterative cycles, will be highly valued. The public sector context suggests a need to demonstrate an understanding of diverse user needs and constraints.

💵 Compensation & Benefits

Salary Range: £35,412 - £44,075 per annum (Grade C, subject to formal evaluation under the Pay Equity Review)

Benefits:

• Membership in a supportive design and product community with opportunities for knowledge sharing and collaboration.

• Access to career development programs and coaching to support professional growth.

• Opportunities for continuous improvement and skill enhancement within a dynamic public sector environment.

• Contribution to meaningful public sector challenges that directly impact residents and communities.

• Potential to be part of a significant digital transformation initiative within a large local authority.

Working Hours: 36.5 hours per week. The hybrid working arrangement offers flexibility, allowing for a balance between in-office collaboration and remote work.

📝 Enhancement Note: The salary is explicitly stated as a "Consultation grade - subject to formal evaluation under the Pay Equity Review," indicating potential for adjustment. The benefits are framed around professional development and community, aligning with a mid-level design role. The working hours are standard full-time, with a hybrid model offering a degree of flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector / Local Authority. Birmingham City Council is one of Europe's largest local authorities, providing a wide range of services to a diverse population. This context implies a focus on public good, accessibility, and serving a broad spectrum of user needs.

Company Size: Large (over 10,000 employees). This indicates a complex organizational structure with numerous departments and a significant operational footprint. For a Service Designer, this means opportunities to work on diverse, high-impact projects but also requires navigating larger organizational processes.

Founded: The council has a long history, established in 1838. This suggests a blend of established processes and a drive for modernization, particularly within its Digital & Technology Services.

Team Structure:

• The role sits within the "Product function" at Birmingham City Council, specifically within "Digital & Technology Services."

• This implies a structured approach to digital service delivery, likely organized around product teams.

• The Service Designer will be part of multidisciplinary teams, working alongside Product Managers, Developers, and Researchers, fostering a collaborative product development environment.

Methodology:

• The team adopts a user-centred design approach, prioritizing user needs and iterative development.

• Agile methodologies are likely employed, facilitating flexibility and rapid response to changing requirements.

• Collaboration and knowledge sharing are encouraged within the design and product community.

• Emphasis on data-driven decision-making and continuous improvement is integral to the team's operational philosophy.

Company Website: https://www.birmingham.gov.uk/

📝 Enhancement Note: The company culture is rooted in public service, with a growing emphasis on digital transformation and user-centred design. The size of the council presents opportunities for broad impact and exposure to diverse service areas. The Product function likely operates with modern agile and design thinking principles, aiming to modernize public services.

📈 Career & Growth Analysis

Operations Career Level: This Service Designer role is positioned at a mid-level, suitable for professionals with 2-5 years of experience. It involves contributing to service design under the guidance of senior practitioners, indicating a focus on skill development and application rather than strategic leadership at this stage. The role is about executing design processes and collaborating effectively within teams.

Reporting Structure: The Service Designer will report within the "Product function" and work closely with Product Managers and other multidisciplinary team members. The exact reporting line for this specific role isn't detailed, but it's within a structured digital services department.

Operations Impact: The Service Designer's impact is directly tied to improving the effectiveness, accessibility, and user experience of public services. By designing better services, they contribute to increased citizen satisfaction, operational efficiency for the council, and a more inclusive delivery of public resources. The role plays a critical part in the council's digital transformation efforts.

Growth Opportunities:

• Skill Advancement: Opportunities to deepen expertise in service design, user research, accessibility standards, and potentially product management.

• Career Progression: Potential to advance to Senior Service Designer or related roles, taking on more complex projects and leadership responsibilities within the design function.

• Cross-functional Exposure: Working across various council departments and service areas provides broad experience and understanding of public service delivery.

• Mentorship: Learning from experienced designers, product managers, and technologists within an expanding function offers valuable mentorship.

• Specialization: Future opportunities to specialize in areas like inclusive design, ethical design, or service strategy.

📝 Enhancement Note: The growth path for a Service Designer in a large public sector organization like this typically involves moving from contributing member to leading specific design initiatives, then potentially to managing design projects or a small team. The emphasis on a "growing function" suggests a positive environment for career development.

🌐 Work Environment

Office Type: Hybrid. The role requires a blend of on-site presence in Birmingham for collaborative activities and remote work. This reflects a modern work approach balancing in-person interaction with flexibility.

Office Location(s): Council House, Victoria Square, Birmingham, B1 1BB. This is a central Birmingham location, likely well-connected by public transport.

Workspace Context:

• Collaborative Environment: The role emphasizes working within multidisciplinary teams, suggesting a dynamic and interactive workspace, both in person and virtually.

• Tools and Technology: Access to standard design and collaboration tools will be provided, supporting user research, service mapping, prototyping, and communication. Specific tools are detailed in the "Tools & Technology Stack" section.

• Team Interaction: Opportunities for regular interaction with designers, product managers, developers, and other service stakeholders to foster a cohesive and productive team dynamic.

Work Schedule: Standard 36.5 hours per week, with flexibility offered through the hybrid working arrangement. This allows for structured workdays while accommodating personal needs where possible, aligning with the needs of iterative design processes that may require focused individual work.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, requiring self-discipline and effective remote collaboration skills. The central Birmingham location is a practical consideration for commuting. The emphasis on collaboration suggests a dynamic and team-oriented atmosphere.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit CV and Supporting Statement. Applications are strictly limited to existing Birmingham City Council employees under S188.

• Shortlisting: Based on CV and Supporting Statement, assessing against essential criteria.

• Potential Interview/Assessment: Likely to involve scenario-based questions, presentation of portfolio work, and discussions on approach to service design challenges. This may include a practical exercise.

• Final Evaluation: Assessment of skills, experience, cultural fit, and potential contribution to the team and council's objectives.

Portfolio Review Tips:

• Structure and Narrative: Organize your portfolio to tell a clear story about each project. Start with the problem, outline your research and design process, detail your contributions, and highlight the outcomes and learnings.

• Process Focus: Emphasize your methodology – how you identified user needs, mapped services, collaborated with teams, and iterated on designs. Showcase service blueprints, user journey maps, and research insights.

• Impact and Outcomes: Quantify results where possible (e.g., improved user satisfaction, reduced service time, increased accessibility). If quantitative data isn't available, clearly articulate the qualitative impact and strategic value of your design work.

• User-Centred Evidence: Demonstrate how user research directly informed your design decisions. Include examples of user feedback and how it was incorporated.

• Accessibility and Inclusivity: Highlight specific instances where you championed or implemented accessible and inclusive design principles.

Challenge Preparation:

• Service Design Scenarios: Be prepared to discuss how you would approach designing or improving a hypothetical public service. Think about understanding user needs, identifying key touchpoints, and potential service delivery models.

• Problem-Solving: Practice articulating your thought process for tackling complex, ambiguous problems common in public service. Focus on breaking down problems, identifying stakeholders, and proposing iterative solutions.

• Collaboration and Communication: Prepare examples of how you have effectively collaborated with diverse teams and communicated design concepts to non-design stakeholders.

📝 Enhancement Note: The application process is highly specific due to the internal-only nature and the S188 requirement. Candidates must ensure their CV and Supporting Statement clearly address these criteria. A well-structured portfolio that demonstrates a deep understanding of the service design process and its impact on public services will be crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Proficiency in tools such as Figma, Sketch, Adobe XD, or similar for creating wireframes, prototypes, and visual designs.

• Service Blueprinting Tools: Experience with tools like Miro, Mural, Lucidchart, or dedicated service design platforms for creating detailed service maps and blueprints.

• User Research Platforms: Familiarity with tools for conducting user interviews, usability testing, and surveys (e.g., UserTesting.com, SurveyMonkey, Google Forms).

Analytics & Reporting:

• Web Analytics: Basic understanding of tools like Google Analytics to understand user behaviour on digital platforms.

• Data Visualization: Familiarity with tools like Tableau, Power BI, or even advanced Excel for interpreting and presenting data insights related to service usage and performance.

CRM & Automation:

• CRM Systems: While not a primary focus, an understanding of how CRM systems (e.g., Salesforce, Microsoft Dynamics) interact with service delivery can be beneficial.

• Collaboration Tools: Extensive use of platforms like Microsoft Teams, Slack, Jira, Confluence for team communication, project management, and documentation.

📝 Enhancement Note: While the job description doesn't list specific tools, the responsibilities imply a need for proficiency in common design, prototyping, and collaboration software. The emphasis on "systems and technology" suggests an awareness of how digital tools support service delivery. Specific tool requirements might be discussed during the interview process.

👥 Team Culture & Values

Operations Values:

• User-Centred: A fundamental commitment to understanding and designing for the needs of residents and citizens.

• Inclusivity & Accessibility: Designing services that are usable and accessible to everyone, regardless of ability or background.

• Collaboration: Working effectively in multidisciplinary teams and with diverse stakeholders to achieve common goals.

• Continuous Improvement: A drive to learn, adapt, and iteratively enhance services based on feedback, data, and evidence.

• Impact-Driven: A focus on delivering tangible improvements to public services and the lives of citizens.

Collaboration Style:

• Multidisciplinary Teamwork: Active participation in cross-functional teams, contributing design perspectives alongside technical and product expertise.

• Co-design and Empowerment: Facilitating inclusive design processes where users and colleagues are empowered to contribute to solutions.

• Open Communication: Encouraging honest feedback, constructive criticism, and transparent sharing of ideas and learnings.

• Knowledge Sharing: Actively contributing to the design and product community by sharing insights, best practices, and lessons learned.

📝 Enhancement Note: The team culture strongly aligns with modern design practices within the public sector. The values emphasize empathy, collaboration, and a commitment to making a positive difference through user-centred design and continuous improvement. Candidates should demonstrate alignment with these values in their application and interviews.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Organizations: Adapting design processes and influencing stakeholders within a large, established local authority structure.

• Diverse User Needs: Designing for a broad and diverse population with varying needs, technical capabilities, and access to services.

• Balancing Digital and Non-Digital Services: Integrating digital design principles with the complexities of non-digital service delivery channels.

• Resource Constraints: Working within public sector budgets and potentially limited resources, requiring creative problem-solving and prioritization.

• Legacy Systems: Integrating new service designs with existing, potentially outdated, technological infrastructure.

Learning & Development Opportunities:

• Specialized Training: Access to training in advanced service design techniques, user research methodologies, accessibility standards, and potentially product management.

• Industry Engagement: Opportunities to attend relevant conferences, workshops, and webinars within the public sector design and digital transformation space.

• Mentorship Programs: Being part of a growing function provides avenues for mentorship from senior designers and product professionals.

• Cross-Departmental Projects: Gaining exposure to a wide array of council services, broadening understanding of public sector operations and challenges.

• Leadership Development: For high performers, pathways to take on more significant design leadership roles and contribute to strategic service planning.

📝 Enhancement Note: The challenges presented are typical of large public sector organizations, requiring resilience, adaptability, and strong stakeholder management skills. The growth opportunities are significant, particularly given the council's stated commitment to expanding its digital and user-centred design capabilities.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new service for [specific council service, e.g., applying for a resident permit]?" - Prepare to outline your discovery, research, ideation, and prototyping steps, emphasizing user needs and iterative testing.

• "Describe a time you had to balance conflicting user needs or stakeholder requirements in a design project." - Focus on your process for understanding perspectives, finding common ground, and making design decisions based on evidence and user impact.

Company & Culture Questions:

• "Why are you interested in designing public services for Birmingham City Council?" - Research the council's current initiatives, strategic goals, and any specific services that resonate with you. Connect your passion for service design to the public good.

• "How do you contribute to a collaborative team environment?" - Share examples of how you actively listen, share knowledge, provide constructive feedback, and support colleagues in multidisciplinary teams.

Portfolio Presentation Strategy:

• Concise Storytelling: Select 2-3 key projects that best demonstrate your end-to-end service design process and impact. For each, clearly articulate the problem, your role, your process, the solutions, and the outcomes.

• Visual Clarity: Use clear visuals (service blueprints, journey maps, wireframes, research insights) to support your narrative. Ensure they are easy to understand for a mixed audience.

• Focus on Process: Emphasize how you arrived at your solutions, not just what the solutions are. Highlight your research methods, user engagement, and iterative design steps.

• Demonstrate Learning: Be prepared to discuss what you learned from each project, including challenges faced and how you adapted your approach.

• Relevance to Public Sector: Where possible, draw parallels between your past work and the challenges of designing public services.

📝 Enhancement Note: Given the internal-only nature and S188 requirement, interviewers will likely assess not only design skills but also an understanding of the council's context and employee's existing commitment. Preparation should focus on demonstrating how the candidate's experience directly applies to improving public services within Birmingham.

📌 Application Steps

To apply for this Service Designer position:

• Confirm Eligibility: Ensure you meet the Birmingham City Council employee and S188 (Priority Movers and Lateral Movers) criteria.

• Prepare Your CV: Update your CV to highlight your experience in service design, user-centred design, agile methodologies, and any relevant public sector projects. Quantify achievements where possible.

• Craft Your Supporting Statement: This is crucial for demonstrating how you meet the requirements. Tailor it to this specific role, explaining your motivation for applying and how your skills align with designing public services.

• Curate Your Portfolio: Select your strongest work that showcases your service design process. Ensure it’s well-organized, visually engaging, and ready to be presented. Include examples of service blueprints, user journey maps, and research insights.

• Submit Application: Upload your CV and Supporting Statement via the Oracle Cloud portal.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, especially eligibility for Birmingham City Council employees under S188, should be verified directly with the hiring organization before making application decisions.