Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Birmingham City Council

Location: Birmingham, England, United Kingdom

Job Type: Full-time, Fixed-Term (up to 12 months)

Category: Service Design / Customer Experience Operations

Date Posted: May 15, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic redesign of public services, focusing on enhancing customer experience and service delivery for Birmingham citizens.

• Drive the transformation of support functions, aiming for greater efficiency and a more integrated approach to citizen engagement.

• Implement human-centred design principles to ensure services are intuitive, accessible, and meet the evolving needs of the community.

• Champion a culture of continuous improvement by leveraging data analysis and feedback loops to iterate on service offerings.

• Facilitate cross-functional collaboration to break down silos and create seamless customer journeys across various council touchpoints.

📝 Enhancement Note: This role is positioned within the "Customer Experience Programme" at Birmingham City Council, indicating a strong focus on operationalizing customer-centric strategies. The "Senior Service Designer" title, combined with the responsibilities, suggests a strategic leadership component in translating design concepts into actionable service improvements within a public sector context. The fixed-term nature (up to March 2027) implies a project-driven environment with a clear mandate for tangible outcomes.

📈 Primary Responsibilities

• Design and map complex customer journeys, identifying pain points and opportunities for service improvement within council operations.

• Lead workshops and co-design sessions with diverse stakeholders, including citizens, frontline staff, and senior leadership, to gather insights and build consensus.

• Develop service blueprints, user flows, and prototypes to visualize and test new service concepts and operational models.

• Collaborate closely with IT, data analytics, and operational teams to ensure the technical feasibility and effective implementation of redesigned services.

• Champion the adoption of human-centred design methodologies across the council, providing training and guidance to relevant teams.

• Define key performance indicators (KPIs) for service improvement initiatives and establish robust monitoring and evaluation frameworks.

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

• Manage and mentor junior service designers or project team members involved in service design activities.

• Ensure that all service design outputs comply with accessibility standards and public sector service design best practices.

• Facilitate change management processes to embed new operational models and customer-centric practices within council departments.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design leadership and hands-on execution. The focus on "channel shift" and "efficient customer contact" points to operationalizing digital transformation and optimizing service delivery channels, which are critical in public sector operations to manage resources effectively and improve citizen access.

🎓 Skills & Qualifications

Education:

• A degree in Service Design, Design Thinking, Human-Computer Interaction, UX Design, Digital Transformation, or a related field is typically expected.

Experience:

• Minimum of 5-7 years of experience in service design, UX design, or a similar role, with a proven track record of designing and delivering successful services.

• Experience within the public sector or a large, complex organization managing multiple stakeholders is highly desirable.

Required Skills:

• Service Design Methodologies: Expertise in a range of design thinking tools and techniques, including journey mapping, persona development, service blueprinting, prototyping, and user research.

• Human-Centred Design: Deep understanding and practical application of user-centric design principles to create intuitive and effective services.

• Stakeholder Management & Collaboration: Proven ability to engage, influence, and collaborate effectively with diverse stakeholders at all levels of an organization, including senior leadership, operational teams, and end-users.

• Data Analysis & Interpretation: Ability to translate data insights (quantitative and qualitative) into actionable design recommendations and service improvements.

• Process Optimization: Experience in identifying inefficiencies in existing service delivery processes and designing improved operational workflows.

• Communication & Presentation: Excellent verbal and written communication skills, with the ability to articulate complex design concepts and strategies clearly to both technical and non-technical audiences.

Preferred Skills:

• Experience with Agile and Lean methodologies in a service delivery context.

• Familiarity with accessibility standards (e.g., WCAG) and inclusive design practices.

• Knowledge of channel shift strategies and digital transformation within public services.

• Experience in user research, usability testing, and iterative design processes.

• Familiarity with government service design frameworks and standards.

📝 Enhancement Note: Given the public sector context and the emphasis on "Customer Experience Programme," candidates with experience in translating complex policy or regulatory requirements into user-friendly services will be highly valued. The requirement for a CV highlights the importance of showcasing a portfolio of impactful work.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 comprehensive case studies demonstrating your end-to-end service design process. Each case study should clearly articulate the problem, your approach, the methodologies used, key insights, design solutions, and measurable outcomes.

• Process Documentation: Include examples of service blueprints, user journey maps, wireframes, prototypes, and research reports that illustrate your design thinking and operational improvement approach.

• Impact & Metrics: Clearly demonstrate the impact of your work, using quantifiable metrics where possible (e.g., improved customer satisfaction scores, reduced service delivery times, increased channel shift, cost savings).

• Stakeholder Engagement: Provide evidence of your ability to manage and collaborate with diverse stakeholders, highlighting how you incorporated their input into the design process.

Process Documentation:

• Workflow Design: Examples of how you have mapped and redesigned existing operational workflows to improve efficiency and user experience.

• System Integration: Illustrate how your service designs interface with existing systems or propose new system requirements to support improved service delivery.

• Performance Measurement: Showcase how you have defined and tracked key performance indicators (KPIs) to measure the success of redesigned services.

📝 Enhancement Note: For a Senior Service Designer role in a local government setting, portfolio submissions should emphasize tangible improvements to public services and demonstrable impact on citizen outcomes. The ability to articulate how design thinking translates into operational efficiency and better service delivery is crucial.

💵 Compensation & Benefits

Salary Range: £45,091 – £53,460 per annum (Grade D)

Benefits:

• Flexible Working Options: The council supports flexible working arrangements, which can include compressed hours, flexitime, or hybrid working, allowing for better work-life balance.

• Pension Scheme: Access to a defined benefit pension scheme, providing long-term financial security.

• Generous Annual Leave: A substantial annual leave allowance, typically starting at 25-30 days plus public holidays, with potential for increases based on service.

• Professional Development: Opportunities for continuous learning, training, and development to enhance skills in service design, leadership, and public sector innovation.

• Discount Schemes: Access to various employee discount schemes and benefits packages.

• Well-being Support: Employee assistance programs and well-being initiatives to support staff health and welfare.

Working Hours: 36.5 hours per week.

📝 Enhancement Note: The salary range is explicitly stated. The "Flexible Working Options" are highlighted as a key benefit, aligning with the hybrid work arrangement indicated. As a public sector role, the pension scheme and annual leave are typically more robust than in many private sector organizations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector - Local Government Services

Company Size: Birmingham City Council is one of the largest local authorities in Europe, employing thousands of individuals across a wide range of services. This scale means working within a complex, established organizational structure with a significant impact on a large population.

Founded: Birmingham City Council has a long history, with its modern form established in the late 19th century, reflecting a deep-rooted commitment to public service and community development.

Team Structure:

• Customer Experience Programme: This role is part of a dedicated programme focused on transforming how the council interacts with and serves its citizens. It likely involves a cross-functional team comprising service designers, project managers, business analysts, data specialists, and operational leads.

• Reporting Structure: The Senior Service Designer will likely report to a Programme Manager or Head of Customer Experience, with direct collaboration across various departmental heads and service delivery teams within the council.

• Cross-functional Collaboration: Strong emphasis on working collaboratively with departments responsible for service delivery, IT, digital transformation, policy, and communications to ensure integrated and effective service design.

Methodology:

• Data-Driven Decision Making: The programme emphasizes using data (both quantitative and qualitative) to understand citizen needs, measure service performance, and inform design decisions.

• Human-Centred Design & Iteration: A core approach is to place the citizen at the centre of all service redesign efforts, using iterative design cycles to refine solutions.

• Efficiency & Continuous Improvement: A key objective is to streamline processes, optimize resource allocation, and embed a mindset of ongoing improvement within service delivery operations.

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

📝 Enhancement Note: Working within Birmingham City Council means operating within a large, bureaucratic, yet impactful organization. The "Customer Experience Programme" signifies a strategic initiative to modernize public services. Success here requires navigating complex organizational structures and influencing change at scale.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, indicating a significant level of autonomy, responsibility, and experience. It implies leadership in shaping service design strategy and mentoring others, rather than solely executing tasks. The focus is on strategic impact and operational transformation within the public service domain.

Reporting Structure: The Senior Service Designer will report into the Customer Experience Programme leadership, likely a Programme Manager or Head of CX. They will collaborate extensively with operational leaders and subject matter experts across various council departments, influencing how services are delivered on the ground.

Operations Impact: The role has a direct impact on the efficiency and effectiveness of public service delivery, influencing citizen satisfaction, resource utilization, and the overall accessibility of council services. By redesigning services and optimizing processes, this role contributes to the council's ability to meet its statutory obligations and community needs more effectively.

Growth Opportunities:

• Leadership in Transformation: Potential to move into Programme Management, Head of Service Design, or broader leadership roles within digital transformation or CX initiatives at the council or within other public sector organizations.

• Specialization: Deepen expertise in specific areas of public service design, accessibility, digital inclusion, or data-driven service improvement.

• Mentorship & Training: Opportunity to develop leadership and mentoring skills by guiding junior designers and influencing organizational design practices.

• Cross-Sector Experience: The skills gained in transforming large public services are highly transferable to other complex organizational environments.

📝 Enhancement Note: For a fixed-term role, growth opportunities might involve becoming a permanent member of the team if funding allows, or leveraging the experience gained to secure a senior role elsewhere, either within local government or in related sectors focused on public service improvement. The "secondment opportunities" aspect suggests internal mobility is encouraged.

🌐 Work Environment

Office Type: Hybrid. While the role is based at the Council House in Birmingham (Victoria Square), it operates on a hybrid model, allowing for a mix of in-office and remote work. This balances the need for in-person collaboration and stakeholder engagement with the flexibility of remote work.

Office Location(s):

• Primary Location: Council House, Victoria Square, Birmingham, B1 1BB. This is a central and iconic location within Birmingham city centre.

• Accessibility: The office is well-served by public transport and is centrally located, making it accessible for commuting and client meetings.

Workspace Context:

• Collaborative Spaces: The council likely offers modern office spaces designed to facilitate collaboration, including meeting rooms, project spaces, and potentially co-working areas suitable for design workshops and team meetings.

• Tools & Technology: Access to standard office technology, project management software, and potentially specialized design and research tools provided by the council.

• Team Interaction: Opportunities to engage with a diverse range of council employees, fostering a rich environment for understanding different perspectives and building relationships crucial for service transformation.

Work Schedule: Standard full-time hours (36.5 per week) with flexibility offered through hybrid working and potential for flexible arrangements, accommodating the demands of service design projects while promoting work-life balance.

📝 Enhancement Note: The hybrid nature is a significant aspect. Candidates should be prepared for a mix of in-office presence for collaborative sessions and remote work for focused design tasks and analysis. The central Birmingham location is a key logistical consideration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Applications will be screened based on CV and alignment with role requirements. A CV is explicitly required.

• First Interview: Likely a competency-based interview focusing on experience in service design, stakeholder management, and problem-solving. Expect questions related to your approach to designing services for public sector contexts.

• Second Interview/Presentation: This stage may involve a presentation of a portfolio or a specific design challenge. Candidates might be asked to present a case study demonstrating their ability to tackle a complex service design problem, focusing on process, impact, and collaboration.

• Final Interview: A discussion with senior stakeholders to assess strategic thinking, cultural fit, and long-term potential within the council's transformation agenda.

Portfolio Review Tips:

• Tailor to Public Sector: Highlight projects that have had a tangible impact on citizen services, public sector operations, or community well-being.

• Showcase Process: Clearly articulate your design process, emphasizing how you moved from understanding user needs and operational constraints to delivering practical solutions.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your design interventions (e.g., efficiency gains, satisfaction improvements, accessibility enhancements).

• Highlight Collaboration: Provide examples of how you effectively collaborated with diverse stakeholders, including non-designers and those in operational roles.

• Structure for Clarity: Organize your portfolio logically, with clear headings, concise descriptions, and visual aids.

Challenge Preparation:

• Understand the Context: Research Birmingham City Council's current priorities, challenges, and its approach to customer experience and service delivery.

• Focus on Process: Be ready to explain your methodology for approaching a service design challenge, from problem definition to solution ideation and implementation considerations.

• Demonstrate Empathy: Prepare to show how you would approach understanding diverse citizen needs and operational realities within a public service context.

• Articulate Trade-offs: Be prepared to discuss how you would balance user needs with operational constraints, budget limitations, and policy requirements.

📝 Enhancement Note: The explicit mention of a CV requirement and the downloadable JDPS document are critical. The interview process is likely multi-stage, with a strong emphasis on practical application and demonstrable impact, especially for a senior role.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools for journey mapping, service blueprinting, wireframing, and prototyping (e.g., Miro, Mural, Figma, Sketch, Adobe XD, Lucidchart).

• User Research Platforms: Tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, SurveyMonkey, Typeform).

• Project Management Software: Tools for managing tasks, timelines, and team collaboration (e.g., Asana, Trello, Jira).

Analytics & Reporting:

• Data Visualization Tools: Familiarity with tools like Power BI, Tableau, or similar for analyzing and presenting service performance data.

• Web Analytics: Understanding of web analytics platforms (e.g., Google Analytics) if digital channels are part of the service redesign.

CRM & Automation:

• While not explicitly mentioned, a Senior Service Designer may need to understand how their designs integrate with or influence CRM systems or automated workflows within the council's operational infrastructure. Familiarity with how these systems support customer interactions would be beneficial.

📝 Enhancement Note: While specific tools aren't listed, proficiency in industry-standard design and collaboration tools is assumed. The ability to interpret data from various sources and communicate findings visually is key, especially in a public sector context where demonstrating value is paramount.

👥 Team Culture & Values

Operations Values:

• Citizen-Centricity: A fundamental commitment to serving the needs of Birmingham's citizens, ensuring services are accessible, equitable, and effective for all.

• Collaboration: A strong emphasis on 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.

• Integrity & Transparency: Upholding high ethical standards and operating with transparency in all interactions and decision-making processes.

• Data-Driven Approach: Utilizing evidence and data to inform strategy, design, and operational improvements.

Collaboration Style:

• Cross-Functional Integration: The role requires active engagement with operational teams, IT, policy, and service delivery units to ensure designs are practical and embedded effectively.

• Co-design & Partnership: Encouraging a collaborative environment where diverse perspectives are valued and integrated into the design process.

• Knowledge Sharing: Fostering a culture where learnings from service design projects are shared across the organization to promote continuous learning and best practice adoption.

📝 Enhancement Note: The values emphasize a service-oriented, collaborative, and forward-thinking culture. Candidates should demonstrate how their work aligns with these values, particularly in how they approach problem-solving and team interaction within a public service context.

⚡ Challenges & Growth Opportunities

Challenges:

• Public Sector Complexity: Navigating the intricacies of a large local government organization, including established processes, diverse stakeholder needs, and potential resistance to change.

• Resource Constraints: Designing effective services within potential budget limitations and competing priorities common in public sector environments.

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

• Measuring Impact: Quantifying the direct impact of service design efforts on citizen outcomes and operational efficiency in a complex environment.

• Balancing Needs: Effectively balancing the needs of diverse citizen groups with the operational capabilities and strategic goals of the council.

Learning & Development Opportunities:

• Public Sector Transformation: Gain deep insights into the challenges and opportunities of transforming public services, a highly sought-after area of expertise.

• Large-Scale Project Experience: Develop skills in managing complex, multi-stakeholder projects within a significant organizational context.

• Policy to Practice: Learn to translate policy objectives and statutory requirements into user-friendly and operationalized services.

• Specialized Training: Access to training and development relevant to public sector service design, digital transformation, and leadership.

📝 Enhancement Note: Acknowledging these challenges upfront and demonstrating strategies to overcome them will be key for candidates. The growth opportunities highlight the unique value of gaining experience in public service transformation.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service for a complex user group with diverse needs. How did you approach understanding their needs and ensuring the service was accessible?" (Focus on research, empathy, and inclusive design).

• "How would you approach redesigning a council service that is currently experiencing high call volumes and low citizen satisfaction?" (Focus on problem definition, data utilization, and iterative design).

Company & Culture Questions:

• "What do you see as the biggest challenges and opportunities for service design within local government in the UK?" (Demonstrate industry awareness and strategic thinking).

• "How would you foster a culture of continuous improvement and customer-centricity within a large public sector organization?" (Focus on change management, collaboration, and influence).

Portfolio Presentation Strategy:

• Storytelling: Structure your case studies as compelling narratives, highlighting the problem, your unique contribution, the process, and the tangible outcomes.

• Visual Aids: Use clear, concise visuals (e.g., journey maps, blueprints, prototypes) to illustrate your points. Avoid overwhelming slides with text.

• Quantify Impact: Be prepared to discuss the metrics and data that demonstrate the success of your projects. If direct metrics are unavailable, explain how you would have measured success.

• Focus on Collaboration: Emphasize how you worked with stakeholders, managed different perspectives, and achieved consensus.

• Address Constraints: Be ready to discuss how you navigated real-world constraints (budget, time, technical limitations) in your projects.

📝 Enhancement Note: Interview preparation should focus on demonstrating an understanding of the public sector context, the principles of human-centred design, and the ability to translate those into measurable operational improvements. The portfolio is a critical tool for showcasing this.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your CV: Upload your most up-to-date CV via the application portal. This is a mandatory requirement for shortlisting.

• Review the JDPS: Thoroughly read the attached Job Description and Person Specification document for detailed insights into responsibilities and qualifications.

• Tailor Your CV: Highlight experience and skills directly relevant to service design, customer experience transformation, human-centred design, and public sector operations. Use keywords from the job description.

• Prepare Your Portfolio: Gather 2-3 strong case studies that demonstrate your end-to-end service design process, impact, and collaboration skills. Be ready to present this, either formally or informally, during the interview process.

• Research Birmingham City Council: Understand their strategic goals, current initiatives (especially the Customer Experience Programme), and the broader context of local government service delivery in the UK.

• Practice Interview Responses: Prepare for competency-based questions and be ready to discuss your approach to service design challenges, using specific examples from your experience.

⚠️ 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.