Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Birmingham City Council

Location: Birmingham, England, United Kingdom (Victoria Square, Council House, B1 1BB)

Job Type: Full time

Category: Government & Public Sector / Customer Service & Support

Date Posted: 2026-06-08

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

Remote Status: Hybrid

🚀 Role Summary

• This role is integral to the Customer Experience Programme, focused on transforming public services and enhancing citizen interactions.

• The Senior Service Designer will lead the redesign of services, consolidate support functions, and improve customer experience across multiple access channels.

• A key focus will be on driving channel shift and embedding a culture of continuous improvement within the council's operations.

• This position requires a strategic thinker with a strong understanding of human-centered design principles to ensure efficient, consistent, and customer-focused service delivery.

📝 Enhancement Note: While the title is "Senior Service Designer," the responsibilities and context strongly align with Revenue Operations, Sales Operations, or GTM Operations roles that focus on optimizing customer journeys, improving internal processes, and driving efficiency within a large organization. The emphasis on "transforming services," "customer experience," "channel shift," and "continuous improvement" are core tenets of operations roles. The salary range and public sector context suggest a focus on process optimization and operational excellence rather than direct revenue generation.

📈 Primary Responsibilities

• Lead the design and redesign of council services, ensuring they are user-centric, efficient, and meet the needs of Birmingham's citizens.

• Develop and implement strategies for improving customer experience across all touchpoints and access channels, including digital, phone, and in-person interactions.

• Drive channel shift initiatives by designing services that encourage adoption of more efficient and scalable service delivery methods.

• Collaborate with cross-functional teams, including IT, policy, and frontline staff, to ensure seamless integration of redesigned services.

• Utilize data analysis and insights to identify pain points in existing service delivery and inform design decisions for optimization.

• Foster and embed a culture of continuous improvement within service delivery teams, encouraging feedback and iterative enhancements.

• Manage and mentor junior designers and team members, providing guidance on service design methodologies and best practices.

• Develop clear service blueprints, user journey maps, and other design artifacts to communicate design intent and operational requirements.

• Contribute to the strategic direction of the Customer Experience Programme, aligning service design efforts with broader council objectives.

📝 Enhancement Note: The responsibilities are framed to highlight the operational aspects of service design, emphasizing process optimization, efficiency gains, and cross-functional collaboration, which are critical in operations roles.

🎓 Skills & Qualifications

Education:

• A degree in Design, Human-Computer Interaction (HCI), Service Design, Business Administration, or a related field is preferred.

• Equivalent practical experience in a senior service design or operations role will be considered. Experience:

• Minimum of 5-10 years of experience in service design, UX design, or a related customer experience role, with a proven track record of successfully implementing service improvements.

• Experience within a large, complex organization, preferably in the public sector or a heavily regulated industry, is highly desirable.

• Demonstrated experience in leading design projects from concept to implementation, managing project scope and timelines. Required Skills:

• Service Design Methodologies: Deep understanding and practical application of human-centered design, design thinking, journey mapping, blueprinting, and user research techniques.

• Customer Experience (CX) Strategy: Ability to develop and implement comprehensive CX strategies that align with organizational goals and citizen needs.

• Data Analysis & Interpretation: Proficiency in analyzing qualitative and quantitative data to derive actionable insights for service improvement and performance measurement.

• Collaboration & Stakeholder Management: Excellent ability to build relationships, influence stakeholders at all levels, and facilitate workshops with diverse groups.

• Continuous Improvement Mindset: A strong commitment to identifying inefficiencies and driving process optimization and iterative service enhancements.

• Change Management: Experience in navigating organizational change and embedding new ways of working.

Preferred Skills:

• Experience with CRM systems and customer service platforms.

• Familiarity with agile project management methodologies.

• Understanding of digital service delivery and channel shift strategies.

• Experience in public sector service delivery and policy.

• Proficiency in relevant design and prototyping tools (e.g., Figma, Sketch, Adobe Creative Suite).

📝 Enhancement Note: The skills list has been expanded to include operations-relevant keywords such as "Data Analysis & Interpretation," "Continuous Improvement Mindset," and "Change Management," reflecting the operational impact of service design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a minimum of 3-5 significant service design or process optimization projects.

• Each project should clearly articulate the problem statement, the design process followed, key challenges encountered, and the solutions implemented.

• Evidence of using human-centered design principles and user research to inform design decisions.

• Demonstrated ability to map complex service ecosystems and identify critical touchpoints for improvement.

• Quantifiable results and impact of implemented designs, such as improvements in efficiency, customer satisfaction, or cost savings. Process Documentation:

• Examples of detailed process maps, service blueprints, or workflow diagrams that illustrate the current state and proposed future state of services.

• Documentation of user research findings, including personas, journey maps, and usability testing reports.

• Case studies detailing how data was used to diagnose issues and measure the success of implemented service improvements.

• Evidence of creating and implementing standardized operating procedures for new or redesigned services.

📝 Enhancement Note: This section emphasizes the need for a portfolio that demonstrates operational impact, process mapping, and data-driven decision-making, aligning with the expectations for roles in operations functions.

💵 Compensation & Benefits

Salary Range: £45,091 – £53,460 per annum

Benefits:

• Pension Scheme: Generous employer contribution to the Local Government Pension Scheme.

• Annual Leave: Significant annual leave entitlement, plus bank holidays and potential for additional days.

• Professional Development: Opportunities for training, continuous professional development, and access to learning resources.

• Flexible Working: Options for flexible working arrangements, including hybrid working, to support work-life balance.

• Health & Wellbeing: Access to employee assistance programs and wellbeing initiatives.

• Career Progression: Potential for growth within the Customer Experience Programme or other departments within Birmingham City Council.

Working Hours: 36.5 hours per week. Flexible working arrangements are available.

📝 Enhancement Note: The salary range is confirmed from the input. Benefits are elaborated with typical public sector offerings relevant to professionals seeking stable employment and development. The working hours are specified, and flexibility is highlighted.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector

Company Size: Large organization (Birmingham City Council is one of the largest local authorities in Europe, employing thousands of people).

Founded: Birmingham City Council was established in 1838, with a long history of public service.

Team Structure:

• The role sits within the Customer Experience Programme, a dedicated initiative focused on transforming how the council interacts with its citizens.

• This programme likely comprises various specialists, including service designers, business analysts, project managers, and data analysts, all working towards common CX goals.

• The Senior Service Designer will report into a Programme Manager or Head of Customer Experience, with a dotted line to departmental heads for specific service redesign projects.

• Collaboration is expected to be extensive, involving multiple departments and service areas across the council. Methodology:

• Data-Driven Decision Making: Emphasis on using data (citizen feedback, service usage statistics, operational metrics) to inform strategy and design.

• Human-Centered Approach: Prioritizing the needs and experiences of citizens in all service design and improvement efforts.

• Agile & Iterative Development: Employing flexible approaches to service design and implementation, allowing for adaptation and continuous improvement.

• Cross-Functional Collaboration: Working in integrated teams to break down silos and ensure holistic service delivery.

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

📝 Enhancement Note: The company context is expanded to reflect the scale and public service mission of Birmingham City Council, highlighting how this impacts the operational environment for a Senior Service Designer.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior position within the Service Design and Customer Experience function. It requires substantial experience and the ability to lead projects and influence strategy. In an operations context, this equates to a mid-to-senior level role focused on process improvement and strategic program execution.

Reporting Structure: The Senior Service Designer will likely report to a Programme Manager or a Head of Service Design/Customer Experience. They will collaborate closely with various departmental heads, project managers, and operational teams across the council. This structure provides exposure to high-level strategic discussions and direct involvement in operational implementation.

Operations Impact: The role has a direct impact on the efficiency and effectiveness of public services. By redesigning services, the Senior Service Designer contributes to cost savings, improved citizen satisfaction, and better resource allocation – all key operational objectives. The work directly influences how citizens access council services, impacting operational workflows and service delivery metrics.

Growth Opportunities:

• Leadership Development: Potential to move into Programme Management, Head of Service Design, or other senior operational leadership roles within the council.

• Specialization: Opportunity to deepen expertise in specific areas of service design, digital transformation, or public sector operations.

• Cross-Departmental Mobility: Exposure to a wide range of council services, offering pathways to roles in different operational areas.

• Continuous Learning: Access to training, workshops, and conferences focused on service design, digital transformation, and public sector innovation.

📝 Enhancement Note: This section frames the "Senior Service Designer" role through an operations lens, detailing its strategic positioning, impact on operational efficiency, and clear pathways for career advancement within a large public sector organization.

🌐 Work Environment

Office Type: The role is based within Birmingham City Council's main offices (e.g., Council House, Victoria Square), which are professional, corporate environments conducive to collaborative work and strategic planning.

Office Location(s): Primarily Birmingham city center, offering excellent public transport links and access to amenities. The hybrid nature of the role allows for a balance between office-based collaboration and remote work.

Workspace Context:

• Collaborative Spaces: Access to meeting rooms, project spaces, and potentially hot-desking facilities designed for team collaboration and workshops.

• Technology & Tools: Provision of necessary IT equipment, software licenses (design tools, collaboration platforms), and access to council systems and data.

• Team Interaction: Opportunities for regular face-to-face interaction with colleagues within the Customer Experience Programme and with stakeholders from various council departments, fostering knowledge sharing and synergy.

Work Schedule: The standard working hours are 36.5 per week. The hybrid work arrangement offers flexibility, allowing individuals to manage their time effectively between office-based activities (e.g., workshops, team meetings) and remote work (e.g., individual design tasks, analysis).

📝 Enhancement Note: The work environment description is tailored to a public sector office setting, emphasizing collaborative tools and the hybrid flexibility important for operations professionals balancing strategic work with remote productivity.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application Review: CVs will be reviewed against the job description requirements, with a strong emphasis on service design experience and alignment with the Customer Experience Programme's goals.

• Shortlisting: Candidates with strong CVs will be shortlisted. A CV is mandatory for shortlisting.

• Interview Stage 1: Typically a panel interview assessing technical skills, experience, and understanding of service design principles and their application in a public sector context. Expect questions on past projects and problem-solving approaches.

• Interview Stage 2 (Potential): May involve a presentation or a practical exercise related to service design or problem-solving, possibly requiring candidates to present a case study from their portfolio.

• Final Interview: Discussion with senior management to assess cultural fit, strategic thinking, and long-term potential.

Portfolio Review Tips:

• Showcase Impact: Clearly articulate the problem, your role, the process, the solution, and most importantly, the measurable outcomes (e.g., efficiency gains, user satisfaction improvements, cost reductions).

• Highlight Process: Detail your approach, including user research, co-design workshops, journey mapping, and how you translated insights into actionable designs.

• Contextualize: Explain the organizational context of your projects, especially if they involved complex stakeholder environments or large-scale transformations.

• Demonstrate Collaboration: Provide examples of how you worked with diverse teams, including operational staff, to ensure designs were practical and implementable.

• Tailor to Role: Emphasize projects that align with public sector service delivery, citizen-centric design, and operational efficiency.

Challenge Preparation:

• Understand the Council's Mission: Research Birmingham City Council's strategic objectives, current challenges, and its commitment to citizen service.

• Service Design in Public Sector: Be prepared to discuss the unique challenges and opportunities of applying service design in a government context (e.g., policy constraints, diverse user needs, public accountability).

• Operational Efficiency: Think about how service design directly contributes to operational efficiency, cost savings, and improved resource allocation.

• Case Study Presentation: If a presentation is required, structure it logically: Problem -> Your Approach -> Solution -> Impact -> Learnings. Practice your delivery to be concise and impactful.

📝 Enhancement Note: The interview process and portfolio review are detailed with advice tailored to a Senior Service Designer role within a public sector organization, focusing on demonstrating operational impact and process understanding.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Tools: Proficiency in tools such as Figma, Sketch, Adobe XD, Miro, Mural for wireframing, prototyping, user journey mapping, and collaborative ideation.

• User Research Platforms: Experience with tools for surveys, interviews, and usability testing (e.g., SurveyMonkey, Typeform, UserTesting.com).

• Project Management Software: Familiarity with platforms like Jira, Asana, Trello for managing design projects and workflows.

Analytics & Reporting:

• Data Analysis Tools: Ability to interpret data from various sources. Familiarity with tools like Google Analytics, Power BI, Tableau, or internal council data platforms for understanding user behavior and service performance.

• Reporting Tools: Experience in creating clear, concise reports and presentations for diverse stakeholders.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how service design interfaces with CRM systems (e.g., Salesforce, Microsoft Dynamics) to manage citizen interactions is beneficial.

• Process Mapping Software: Tools like Visio or Lucidchart for creating detailed process flows and service blueprints.

📝 Enhancement Note: The tools are listed with a focus on those relevant to service design but also highlighting their connection to operational data and process management, emphasizing the blend of design and operational technology.

👥 Team Culture & Values

Operations Values:

• Citizen-Centricity: A deep commitment to understanding and serving the needs of all citizens, ensuring services are accessible and effective.

• Collaboration: A strong belief in working together across departments and with external partners to achieve shared goals and deliver integrated services.

• Innovation & Improvement: A drive to continuously seek better ways of working, embracing new ideas and technologies to enhance service delivery and operational efficiency.

• Transparency & Accountability: Upholding high standards of integrity, clear communication, and responsibility for outcomes in public service.

• Inclusivity: Ensuring that services are designed to be equitable and accessible to all members of the community.

Collaboration Style:

• Workshop Facilitation: Actively leading and facilitating co-design workshops with diverse groups, including citizens, frontline staff, and management.

• Cross-Functional Teamwork: Embedding within project teams, working closely with business analysts, IT developers, policy advisors, and operational managers.

• Feedback Integration: Creating mechanisms for ongoing feedback from users and operational teams to inform iterative service improvements.

• Knowledge Sharing: Proactively sharing insights, best practices, and design documentation to build organizational capability in service design and CX.

📝 Enhancement Note: The values and collaboration style are framed to reflect a public service ethos while emphasizing the operational necessity of teamwork, continuous improvement, and data-informed decision-making.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large local government structure can present challenges in terms of decision-making speed, policy constraints, and stakeholder alignment.

• Legacy Systems & Processes: Integrating new service designs with existing, potentially outdated, IT systems and established operational processes.

• Diverse Citizen Needs: Designing services that cater to a wide range of user needs, abilities, and digital literacy levels within Birmingham's diverse population.

• Measuring Impact: Quantifying the full impact of service design initiatives, especially in areas like citizen satisfaction and long-term social outcomes, can be complex.

Learning & Development Opportunities:

• Public Sector Innovation: Access to initiatives and networks focused on innovation within local government and public services.

• Service Design Specialization: Opportunities to attend advanced training, workshops, and conferences to deepen expertise in service design and CX.

• Leadership Skills: Development programs focused on management, strategic planning, and leading transformation projects.

• Cross-Sectoral Learning: Exposure to various council departments provides a broad understanding of public service operations and diverse challenges.

📝 Enhancement Note: Challenges are identified from a public sector operations perspective, and growth opportunities are framed within the context of public service and operational leadership development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you redesigned. What was the problem, your process, the key stakeholders involved, and the measurable impact on efficiency and citizen experience?" (Focus on demonstrating your end-to-end process, collaboration, and quantifiable results.)

• "How would you approach redesigning a council service to drive channel shift towards digital platforms while ensuring accessibility for all citizens?" (Prepare to discuss user research, digital inclusion, and phased implementation strategies.)

• "Imagine you've identified a significant operational inefficiency in a council service through data analysis. How would you propose and implement a service design solution to address it?" (Highlight your data interpretation skills, problem-solving approach, and change management strategy.) Company & Culture Questions:

• "What interests you about working for Birmingham City Council and specifically within the Customer Experience Programme?" (Research the council's mission, values, and recent initiatives. Connect your passion for public service and CX.)

• "How do you foster collaboration and ensure buy-in from diverse teams, including those who might be resistant to change?" (Provide examples of your communication, facilitation, and negotiation skills.)

• "How do you measure the success of a service design initiative beyond user satisfaction?" (Discuss operational metrics, cost savings, efficiency improvements, and alignment with strategic council objectives.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly outline the "Before" (problem, context, pain points), "During" (your process, methods, challenges), and "After" (solution, outcomes, learnings).

• Quantify Everything Possible: Use data and metrics to demonstrate the tangible impact of your work – e.g., "Reduced call volume by X%," "Increased digital uptake by Y%," "Improved customer satisfaction scores by Z points."

• Show, Don't Just Tell: Use visuals (journey maps, wireframes, photos of workshops) to illustrate your process and outcomes.

• Focus on Operational Relevance: For this role, emphasize how your designs improved efficiency, reduced costs, streamlined workflows, or enhanced operational effectiveness.

• Be Ready for Deep Dives: Anticipate detailed questions about your methodology, decision-making, and how you handled specific challenges.

📝 Enhancement Note: Interview preparation advice is tailored to the specific role and organization, with example questions focusing on operational impact, public sector context, and effective portfolio presentation.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your up-to-date CV and application via the Oracle Cloud portal. Note: Applications without an attached CV will not be considered.

• Portfolio Preparation: Curate a portfolio showcasing 3-5 key projects that demonstrate your service design expertise, human-centered approach, and ability to drive operational improvements. Ensure each project clearly articulates the problem, your process, and quantifiable outcomes.

• Resume Optimization: Tailor your resume to highlight experience in service design, customer experience, data analysis, process improvement, and public sector environments. Use keywords from the job description and emphasize achievements with metrics.

• Interview Practice: Prepare to discuss your portfolio projects in detail, focusing on their operational impact and how they align with Birmingham City Council's goals. Practice answering strategic and behavioral questions, especially those related to public sector service delivery and collaboration.

• Company Research: Thoroughly research Birmingham City Council's mission, values, strategic objectives (e.g., current customer experience initiatives), and the specific challenges within the public sector. Understand their commitment to citizen-centric services and operational efficiency.

⚠️ 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.

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