LGR Service Designer

📍 Job Overview

Job Title: LGR Service Designer

Company: Suffolk Jobs Direct

Location: Ipswich, England, United Kingdom

Job Type: Full time

Category: Public Sector Operations & Transformation

Date Posted: 2026-08-21T23:00:00

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead strategic service design initiatives within a significant Local Government Reorganisation (LGR) program, focusing on future operating models and service delivery.

• Drive user-centred design methodologies to ensure public services effectively meet the evolving needs of communities and service users across Suffolk.

• Facilitate cross-organisational collaboration and stakeholder engagement to shape critical design decisions and foster innovation in public service reform.

• Leverage systems thinking and evidence-based insights to identify opportunities for improvement and develop practical, sustainable solutions for local government.

📝 Enhancement Note: This role is a critical strategic position within a large-scale public sector transformation. It requires a blend of deep service design expertise, strong stakeholder management skills, and the ability to navigate complex, multi-organisational environments. The focus is on proactive design and reform rather than day-to-day operational management.

📈 Primary Responsibilities

• Lead and champion service design thinking and activity across the entire Local Government Reorganisation (LGR) Programme, ensuring a user-centric approach.

• Shape and define future operating models, service delivery approaches, and organisational design options that align with LGR objectives and community needs.

• Facilitate collaborative workshops and design sessions with key stakeholders, subject matter experts, and community representatives to inform and validate future design decisions.

• Utilise insight, evidence, and robust design thinking frameworks to identify opportunities for public service improvement and systemic reform.

• Develop and present practical, actionable design options and strategic recommendations to decision-makers, influencing policy and operational direction.

• Challenge traditional public sector thinking and actively encourage innovative approaches that maximise the opportunities presented by LGR for improved service outcomes.

• Contribute to the creation of sustainable, efficient, and resident-focused services that address current and future needs across Suffolk.

📝 Enhancement Note: The responsibilities emphasize leadership in design and transformation, requiring the candidate to proactively drive initiatives, influence diverse stakeholders, and translate complex challenges into tangible service designs. The role involves significant strategic input and the ability to operate effectively in a multi-stakeholder, multi-council environment.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational background in design, public policy, business transformation, or a related field is highly beneficial. Continuous professional development in service design or transformation is valued.

Experience:

• Minimum of 5-10 years of progressive experience in service design, user-centred design, and leading complex transformation initiatives.

• Demonstrated experience in navigating and delivering outcomes within public sector environments or similarly complex, multi-organisational service settings.

• Proven track record of successfully leading transformation projects that involve significant organisational change and cross-boundary collaboration. Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools (e.g., journey mapping, user research, prototyping, service blueprints).

• User-Centred Design: Proven ability to place the needs of communities and service users at the forefront of design processes.

• Transformation Management: Experience leading and managing complex change initiatives, particularly those involving organisational restructuring and service redesign.

• Systems Thinking: Ability to understand and analyse complex interdependencies within public service systems and identify systemic opportunities for improvement.

• Public Service Delivery Knowledge: Familiarity with the principles, challenges, and opportunities within public service delivery and reform.

• Stakeholder Engagement & Facilitation: Exceptional skills in engaging, influencing, and facilitating diverse stakeholder groups, including senior leaders, operational staff, and community representatives.

• Strategic Planning & Operating Model Design: Ability to develop strategic visions and translate them into practical operating models and service delivery frameworks.

• Organisational Design: Understanding of how organisational structures, roles, and processes impact service delivery and user experience.

Preferred Skills:

• Experience with Local Government Reorganisation (LGR) or similar large-scale public sector structural reforms.

• Proficiency in design thinking workshops and collaborative problem-solving techniques.

• Experience in ambiguity management and leading initiatives with evolving requirements.

• Familiarity with data analysis and evidence-based decision-making for service improvement.

• Knowledge of digital transformation principles and their application in public services.

📝 Enhancement Note: The emphasis on "ideally within public sector or another complex service environment" suggests that candidates with experience in large, regulated, or highly collaborative sectors (e.g., healthcare, large utilities, non-profits) will also be considered. The role requires a proactive, independent thinker capable of driving forward initiatives with minimal direct oversight.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: A curated portfolio demonstrating a minimum of three distinct projects where you have led or significantly contributed to the design or redesign of services, operating models, or organisational approaches.

• Impact Demonstration: Each case study must clearly articulate the scale and complexity of the work, your specific role and contribution, and the tangible outcomes or improvements achieved (e.g., efficiency gains, improved user satisfaction, cost savings).

• Process Documentation Examples: Showcase examples of service blueprints, user journey maps, or other relevant design documentation that illustrate your methodological approach.

• Transformation Leadership Evidence: Highlight examples of how you have led complex transformation initiatives, particularly those crossing organisational boundaries, and the results delivered.

Process Documentation:

• Workflow Design & Optimization: Evidence of creating clear, user-centric workflows and optimising existing processes to enhance efficiency and effectiveness within service delivery.

• Systemic Analysis: Demonstrations of how you analyse complex service systems to identify leverage points for improvement and design integrated solutions.

• Implementation & Iteration: Examples of how designs were translated into practical implementation plans and how iterative feedback loops were incorporated to refine services post-launch.

📝 Enhancement Note: The application explicitly requests case studies demonstrating specific types of work. Candidates should prepare these in advance, focusing on quantifiable results and their personal contribution to avoid generic descriptions. The word count limits (250 words per case study) necessitate concise and impactful storytelling.

💵 Compensation & Benefits

Salary Range: £74,716 - £84,404 per annum

Benefits:

• Flexible Working Options: The role offers flexibility in how and when work is performed, supporting a healthy work-life balance.

• Hybrid Working: A blend of remote and in-office work, with specific days in the office to be determined, facilitating collaboration and team cohesion.

• Permanent Contract: Offers job security and the opportunity to see through long-term transformation initiatives.

• Pension Scheme: Likely to include a defined benefit pension scheme, common in UK public sector roles, providing long-term financial security.

• Generous Annual Leave: Standard public sector holiday entitlement, likely starting at 25 days plus bank holidays, with potential to increase with service.

• Professional Development: Opportunities for training, certifications, and attendance at relevant conferences to enhance skills in service design and transformation.

Working Hours: 37 hours per week. The role offers flexible working arrangements, allowing for adaptation around core operational requirements.

📝 Enhancement Note: The salary range is competitive for a strategic, senior-level role within UK local government, reflecting the complexity and impact of the LGR program. The benefits package is typical for public sector employment, emphasizing work-life balance and long-term security. The hybrid working model requires individuals to be able to commute to Ipswich for designated collaboration days.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector. This role is within the context of Local Government Reorganisation (LGR), a significant structural reform initiative impacting multiple councils in Suffolk.

Company Size: While hosted by Suffolk County Council, the programme team operates system-wide, involving multiple councils. Suffolk County Council itself is a large employer, indicating a substantial organisational infrastructure and established public sector culture.

Founded: Suffolk County Council was established in 1889. The LGR Programme is a modern, ambitious initiative to reshape local governance for the future.

Team Structure:

• Programme Team: You will join a newly established, system-wide programme team dedicated to delivering the LGR. This team is likely to be lean, agile, and comprised of specialists from various disciplines.

• Reporting Structure: The role is hosted by Suffolk County Council but is accountable to the Future Suffolk Implementation Board. The direct line manager is Lysanne Eddy, Programme Director for LGR.

• Cross-Functional Collaboration: Collaboration is fundamental, involving staff and leadership from multiple Suffolk councils, external partners, and community groups. The Service Designer acts as a central facilitator and integrator.

Methodology:

• Data-Driven Design: The approach emphasizes using insight, evidence, and user research to inform design decisions and drive public service reform.

• Systems Thinking & Transformation: A focus on understanding complex systems and leading strategic transformation across organisational boundaries.

• Agile & Iterative: While not explicitly stated, the nature of large transformation programmes often implies an agile or iterative approach to design and implementation, allowing for adaptation and learning.

Company Website:

• Suffolk LGR Hub: https://www.suffolklgrhub.gov.uk/

• Three Councils for Suffolk: https://threecouncilsforsuffolk.org/

• Suffolk County Council: https://www.suffolk.gov.uk/

📝 Enhancement Note: The culture is one of ambitious, collaborative change within a traditional public sector framework. Candidates should expect a highly political environment where consensus-building and clear communication are paramount. The role requires an ability to balance strategic vision with practical, evidence-based execution.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level strategic role focused on designing the future state of public services. It is not an operational management role but a strategic design and transformation leadership position. The impact is on the foundational structure and delivery of services for millions of residents.

Reporting Structure: Reporting to the Programme Director for LGR, with accountability to a high-level Implementation Board. This provides significant visibility and influence.

Operations Impact: The Service Designer's work directly shapes the efficiency, effectiveness, and user experience of public services across Suffolk. Success in this role will lead to more sustainable, resident-focused, and cost-effective local government operations for decades to come. The role is instrumental in achieving the core objectives of the LGR programme.

Growth Opportunities:

• Leadership in Transformation: Develop expertise in leading large-scale, multi-stakeholder public sector transformation programmes, a highly sought-after skill.

• Specialisation in Public Service Design: Deepen knowledge and build a reputation in designing services for complex public sector contexts, opening doors to similar senior roles in other authorities or government bodies.

• Strategic Influence: Gain experience influencing policy and operational strategy at the highest levels of local government.

• Mentorship: Potential to mentor junior designers or analysts within the programme or wider council structure.

• Future Roles: Success could lead to opportunities in Programme Director roles, Chief Operating Officer positions in new councils, or senior advisory roles in government transformation agencies.

📝 Enhancement Note: This role offers a unique opportunity to shape the future of local government in a significant region. The growth trajectory is less about climbing a traditional corporate ladder and more about gaining deep expertise and influence in public sector transformation and strategy.

🌐 Work Environment

Office Type: Hybrid working model, hosted by Suffolk County Council at Endeavour House, Ipswich. This implies access to modern office facilities, meeting rooms, and potentially shared workspaces.

Office Location(s): Endeavour House, Ipswich, IP1 2BX. This is the primary physical location for collaborative work, team meetings, and stakeholder engagements that require an in-person presence. Ipswich is a well-connected town in Suffolk.

Workspace Context:

• Collaborative Hub: The office environment will facilitate collaboration with the core LGR programme team and key stakeholders from various Suffolk councils.

• Tools & Technology: Access to standard office technology, potentially including specialised design software and collaboration platforms, will be provided.

• Team Interaction: Regular opportunities for direct interaction with the Programme Director and other programme specialists, fostering a strong team dynamic within the LGR initiative. The hybrid nature means some interaction will be virtual.

Work Schedule: Standard 37-hour week, with a high degree of flexibility. This allows for adaptation of working hours to accommodate project needs and personal commitments, provided core collaboration and delivery objectives are met.

📝 Enhancement Note: The hybrid model offers a balance between focused remote work and essential in-person collaboration. Candidates should be comfortable working autonomously and as part of a distributed team, with a proactive approach to communication and engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV, supporting statement, and case studies against the Job and Person Profile (JPP).

• First Interview: Likely to be a panel interview with the Programme Director (Lysanne Eddy) and potentially other senior LGR stakeholders. Focus on strategic thinking, experience in complex transformation, and understanding of service design. Expect questions related to your case studies.

• Assessment/Presentation: A potential second stage may involve a practical exercise or a presentation based on a hypothetical scenario related to the LGR, requiring you to demonstrate your service design and problem-solving approach.

• Final Interview: May involve senior leadership from the participating councils or the Implementation Board, assessing cultural fit, strategic alignment, and overall suitability for this high-impact role.

Portfolio Review Tips:

• Tailor to LGR: Frame your case studies to highlight experiences most relevant to large-scale public sector reform, multi-organisational collaboration, and user-centred service design.

• Quantify Impact: Emphasise measurable outcomes and benefits achieved in your case studies. Use data and metrics wherever possible to demonstrate the success of your design interventions.

• Conciseness is Key: Adhere strictly to the 250-word limit per case study. Focus on the most critical aspects: problem, your role/approach, and outcome.

• Showcase Process: Briefly explain the methodologies and tools used in your case studies to demonstrate your expertise.

• Highlight Leadership: Clearly articulate your leadership contribution, especially in challenging traditional thinking or navigating ambiguity.

Challenge Preparation:

• Understand LGR: Thoroughly research the Suffolk LGR programme, its objectives, and the rationale behind it. Understand the challenges of merging or restructuring local government services.

• Service Design Frameworks: Be prepared to discuss your preferred service design frameworks and how you would adapt them to the specific context of Suffolk's LGR.

• Stakeholder Management Scenarios: Anticipate questions about how you would engage with diverse and potentially conflicting stakeholder interests across multiple councils.

• Ambiguity & Complexity: Prepare examples of how you have successfully operated and delivered results in ambiguous or complex environments with evolving requirements.

📝 Enhancement Note: The application process places significant emphasis on the portfolio and supporting statement. These are critical for demonstrating your ability to deliver tangible results in a complex, strategic environment. The word count limits are strict; therefore, clarity and impact are paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Proficiency in tools such as Figma, Sketch, Adobe Creative Suite (Illustrator, InDesign), Miro, or Mural for user journey mapping, wireframing, prototyping, and collaborative ideation.

• Microsoft Office Suite: Advanced skills in Word (for supporting statements, documentation), Excel (for data analysis and reporting), and PowerPoint (for presentations and stakeholder briefings) are essential.

• Collaboration Platforms: Experience with Microsoft Teams, Slack, or similar platforms for communication and virtual collaboration.

Analytics & Reporting:

• Data Analysis Tools: Familiarity with tools for analysing user research data, service usage statistics, and performance metrics. This could include basic Excel functions, or more advanced tools if used in previous roles.

• Reporting Dashboards: Ability to interpret and potentially contribute to the design of dashboards that track key performance indicators (KPIs) for service transformation.

CRM & Automation:

• While not a direct CRM/automation role, an understanding of how service design impacts these systems is beneficial. Familiarity with how CRM systems (e.g., Salesforce, Dynamics 365) and workflow automation tools support service delivery and user experience is advantageous.

• Project Management Tools: Experience with tools like Asana, Trello, Jira, or Microsoft Project for managing project timelines and tasks.

📝 Enhancement Note: The role is focused on design and strategy rather than deep technical system administration. The emphasis is on using design tools effectively for ideation and documentation, and on understanding how technology supports service delivery.

👥 Team Culture & Values

Operations Values:

• Resident-Centricity: A core value is designing services that genuinely meet the needs of Suffolk's residents, communities, and partners.

• Collaboration & Partnership: Strong emphasis on working together across multiple organisations and disciplines to achieve a common goal.

• Innovation & Challenge: Encouragement to question traditional approaches and seek new, more effective ways of delivering public services.

• Sustainability & Efficiency: Commitment to creating services that are not only effective but also financially and operationally sustainable in the long term.

• Evidence-Based Decision Making: Reliance on data, insight, and user feedback to inform strategic choices and design interventions.

Collaboration Style:

• System-Wide Integration: A collaborative style that actively bridges gaps between different councils and departments, fostering a unified approach to the LGR programme.

• Facilitative Leadership: Leading through facilitation, consensus-building, and empowering diverse perspectives to contribute to shared solutions.

• Open Communication: Encouraging transparency and open dialogue to navigate the complexities and potential sensitivities of organisational change.

• Continuous Improvement: A culture of learning and adaptation, with a willingness to review and refine designs and processes based on feedback and evolving circumstances.

📝 Enhancement Note: The culture values proactive contribution, a willingness to challenge the status quo constructively, and a commitment to collective success. Candidates who thrive in collaborative, mission-driven environments will be well-suited.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: The LGR programme is a large-scale transformation, inherently involving evolving requirements and a degree of uncertainty. Successfully designing and guiding services within this context is a key challenge.

• Multi-Stakeholder Alignment: Gaining consensus and managing diverse priorities across multiple councils, political groups, and service areas requires sophisticated influencing and negotiation skills.

• Balancing Innovation with Tradition: Introducing new design thinking and operating models within a public sector context, which can be resistant to change, requires careful strategy and communication.

• Delivering Tangible Outcomes: Ensuring that design efforts translate into real, measurable improvements for residents and service efficiency amidst complex structural changes.

Learning & Development Opportunities:

• Advanced Transformation Skills: Gaining hands-on experience in managing and designing for one of the UK's largest local government reorganisations.

• Public Sector Service Design Specialisation: Deepening expertise in designing services for the unique constraints and opportunities of the public sector.

• Cross-Sectoral Collaboration: Developing robust skills in working effectively across different governmental bodies and with various stakeholder groups.

• Strategic Influence & Leadership: Opportunities to influence senior leadership and shape strategic direction for public services.

• Potential for Certifications: Access to relevant professional development or certifications in service design, transformation, or public administration.

📝 Enhancement Note: The challenges presented are significant but also represent substantial growth opportunities for a motivated professional. The role is designed to push boundaries and foster development in areas critical to modern public service delivery.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new operating model for [specific service area] in the context of the Suffolk LGR, considering the needs of three new unitary councils?" - Preparation: Outline a step-by-step service design process, emphasizing stakeholder mapping, user research, and iterative prototyping.

• "Describe a time you had to influence stakeholders with conflicting priorities to adopt a new service design. What was your strategy, and what was the outcome?" - Preparation: Use the STAR method (Situation, Task, Action, Result) for a relevant case study from your portfolio, focusing on your influencing tactics.

• "How do you ensure that service designs are not only innovative but also practical, sustainable, and implementable within public sector constraints?" - Preparation: Discuss your methods for balancing ambitious design with realistic resource limitations, operational realities, and long-term viability. Company & Culture Questions:

• "What interests you most about the Suffolk LGR programme, and how do you see this role contributing to its success?" - Preparation: Research the LGR programme thoroughly and articulate your passion for public service transformation and alignment with the role's objectives.

• "How would you foster a culture of user-centred design within a multi-council environment that may have established, traditional ways of working?" - Preparation: Discuss your approach to change management, stakeholder engagement, and demonstrating the value of user-centred design through pilot projects or early wins.

• "How do you measure the success of a service design initiative, particularly in the public sector where outcomes can be complex and long-term?" - Preparation: Prepare to discuss key performance indicators (KPIs) relevant to public services (e.g., user satisfaction, accessibility, efficiency, cost-effectiveness) and how you would track them. Portfolio Presentation Strategy:

• Storytelling: Frame each case study as a compelling narrative: the challenge, your innovative solution, your specific actions, and the positive impact.

• Visual Aids: Be prepared to walk through key elements of your case studies (e.g., a journey map, a blueprint) if requested, using clear and concise language.

• Focus on Contribution: Clearly articulate "I" statements regarding your personal role and contributions, especially in collaborative projects.

• Address LGR Relevance: Explicitly connect the skills and outcomes demonstrated in your portfolio to the challenges and goals of the Suffolk LGR programme.

• Conciseness: Be mindful of time and deliver your presentation points efficiently, ensuring you cover the most critical aspects of each case study.

📝 Enhancement Note: Interviews for senior public sector roles often focus on strategic thinking, stakeholder management, and the ability to deliver results within complex, regulated environments. Demonstrating a deep understanding of public service challenges and a proactive, collaborative approach will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the 'Apply Now' link on the Oracle Cloud portal.

• Curate and Finalise Your Portfolio: Select your strongest three case studies, ensuring they directly address service design, operating model, or organisational approach redesign within complex environments. Rigorously edit each to meet the 250-word limit, focusing on clarity, impact, and your specific contribution.

• Craft a Compelling Supporting Statement: Write a concise (max 500 words) statement that clearly articulates your unique value proposition for the Suffolk LGR Programme, highlighting how your approach to service design and transformation will lead to success in a multi-organisational setting.

• Optimise Your CV: Ensure your CV highlights relevant experience in service design, transformation leadership, public sector work (if applicable), stakeholder engagement, and systems thinking. Use keywords from the job description.

• Prepare for Case Study Discussion: Be ready to discuss your submitted case studies in detail during interviews, elaborating on your methodology, challenges overcome, and the quantifiable outcomes achieved. Research the Suffolk LGR thoroughly to contextualize your answers.

⚠️ 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.