Service Designer (Interim)

📍 Job Overview

Job Title: Service Designer (Interim)

Company: Civic Recruitment Limited

Location: Brixton, London, United Kingdom

Job Type: Contract

Category: Service Design / Transformation Operations

Date Posted: 2026-09-03

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

Remote Status: Hybrid (2 Days In Office / 3 Days Remote)

🚀 Role Summary

• This interim Service Designer role is critical for Lambeth Council's Customer Access and Service Transformation (CAST) Programme, focusing on the implementation of the Customer Experience Strategy 2026-2029.

• You will be responsible for analyzing customer journeys and operational processes to identify inefficiencies, avoidable demand, and opportunities for service improvement and cost savings.

• The role requires a comprehensive approach to service design, encompassing not just digital interfaces but also processes, workflows, communications, policies, systems, and operational practices.

• You will facilitate workshops, lead stakeholder engagement, and translate insights into actionable plans to drive significant improvements in customer satisfaction and operational efficiency.

📝 Enhancement Note: This role is positioned within a public sector context, specifically local government, and emphasizes transformation and efficiency. The "Interim" nature and 3-month contract (with potential extension) suggest a project-driven focus where rapid analysis and actionable output are paramount. The emphasis on "avoidable demand," "MTFS savings" (Medium Term Financial Strategy savings), and "demand reduction" are key indicators of the operational and financial objectives.

📈 Primary Responsibilities

• Conduct in-depth analysis of existing customer journeys and operational processes across various service areas within Lambeth Council.

• Develop detailed current-state and future-state maps of customer journeys, workflows, service processes, and interaction points.

• Systematically identify and document sources of "avoidable demand," "repeat contacts," "officer workload," "process inefficiencies," "delays," "complaints," "rework," and "ineffective hand-offs."

• Formulate and present clear, actionable recommendations designed to enhance customer experience, improve service delivery, and achieve strategic transformation goals.

• Propose specific opportunities for reducing demand, saving time, decreasing costs, and optimizing processes, directly contributing to MTFS savings targets.

• Recommend improvements across a broad spectrum, including processes, customer communications, forms, digital services, staff guidance, policies, and operational controls.

• Lead and facilitate workshops and engagement sessions with diverse stakeholders, including service managers, operational teams, and subject matter experts.

• Support service managers in prioritizing improvement opportunities based on customer impact, operational benefit, cost-effectiveness, and feasibility.

• Translate analytical insights and recommendations into concrete action plans, establishing metrics for benefits tracking and CAST programme deliverables.

• Produce clear, visually compelling, and practical outputs that facilitate the successful implementation of service design improvements.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on process mapping and operational analysis, crucial for any Revenue Operations or Sales Operations professional. The need to "identify failure demand" and "avoidable demand" directly aligns with GTM efficiency goals. The requirement to convert insights into "actionable plans" and "benefits tracking" points to a need for results-oriented project management within the service design framework.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational foundation in a relevant field such as Design, Business, Public Administration, or a related discipline is advantageous.

Experience: Extensive practical experience in Service Design, Business Analysis, Process Improvement, Lean Methodologies, and User-Centred Design principles is essential. A minimum of 5-10 years of progressive experience in these areas is expected for an interim role of this scope.

Required Skills:

• Proven expertise in Service Design methodologies and principles.

• Extensive experience in Business Analysis, including requirements gathering and process mapping.

• Demonstrated proficiency in Process Improvement techniques and Lean Methodologies.

• Strong background in User-Centred Design, with a focus on customer experience enhancement.

• Ability to create comprehensive customer journey maps, business process flows, and service interaction diagrams.

• Deep understanding of service transformation principles and their application in operational environments.

• Skilled in identifying and analyzing "failure demand," pain points, and operational inefficiencies.

• Capacity to translate complex research and analysis into practical, implementable recommendations and delivery plans.

• Exceptional facilitation and stakeholder engagement skills, with the ability to influence and collaborate effectively.

• Experience working collaboratively with service managers, operational teams, and subject matter experts.

• Proven ability to prioritize improvements based on customer impact, operational benefit, cost, and feasibility.

• Excellent analytical and problem-solving capabilities.

• Superior communication, presentation, and storytelling abilities, capable of conveying complex ideas clearly. Preferred Skills:

• Experience working within Local Government or the public sector.

• Prior involvement in public sector transformation initiatives.

• Specific experience in supporting customer access or service redesign programmes.

• Familiarity with digital services, web content creation, form design, and accessibility standards (e.g., WCAG).

• Proven experience in contributing to demand reduction and efficiency initiatives within an organization.

📝 Enhancement Note: The "extensive experience" requirement for an interim role suggests candidates should be able to hit the ground running with minimal supervision. The blend of service design, business analysis, and process improvement is a common profile for GTM operations roles focused on optimizing customer journeys and internal workflows. The emphasis on public sector experience is a strong indicator for roles within government organizations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of comprehensive customer journey maps, detailing current states and proposed future states with clear improvement points.

• Present case studies demonstrating the application of Lean methodologies or process improvement techniques to solve operational challenges and drive efficiency.

• Include examples of workflow diagrams and service process designs that illustrate enhanced operational flows and reduced friction.

• Provide evidence of translating analytical findings into actionable plans, ideally with documented outcomes or anticipated benefits (e.g., cost savings, efficiency gains, improved customer satisfaction scores). Process Documentation:

• Demonstrate your ability to document existing processes clearly, highlighting pain points and areas for optimization.

• Illustrate your approach to designing and documenting new or improved processes, ensuring they are user-centric and operationally sound.

• Show examples of how you measure the impact of process changes, including metrics related to efficiency, cost, and customer experience.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It should not only demonstrate design skills but also a robust understanding of operational mechanics and the ability to quantify impact. This aligns with the data-driven approach expected in Revenue Operations and Sales Operations, where process improvements are rigorously measured.

💵 Compensation & Benefits

Salary Range: £542.25 per day (Umbrella) This rate is equivalent to an approximate annual salary of £105,700 - £112,700, assuming a standard 40-hour work week and 48 working weeks per year, after accounting for potential employer/contractor overheads associated with umbrella services.

Benefits:

• Daily Rate: A competitive daily rate of £542.25, reflecting the specialized skills and interim nature of the contract.

• Hybrid Working: Flexibility with 2 days in the office and 3 days remote, offering a balance between collaboration and autonomy.

• Contract Extension Potential: Opportunity for the 3-month contract to be extended to 6 months, providing greater project continuity.

• Impactful Project: Direct involvement in a high-profile service transformation programme, contributing to the Council's strategic goals.

• Diverse Exposure: Opportunity to work across multiple service areas and engage with a wide range of stakeholders.

Working Hours: Approximately 40 hours per week, with a hybrid arrangement of 2 days in the office (Brixton, London) and 3 days remote.

📝 Enhancement Note: The daily rate of £542.25 is a strong indicator of the required seniority and specialized expertise for this interim role. Research into similar interim Service Designer or Business Analyst roles in London's public sector suggests this rate is competitive for an experienced professional. The "Umbrella" payment method is common for contractors in the UK, implying the candidate will be engaged through an umbrella company, which handles PAYE tax and National Insurance contributions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector / Local Government. Civic Recruitment Limited acts as a recruiter for organizations like Lambeth Council.

Company Size: Lambeth Council is a large local authority, typically employing thousands of staff across various departments. This signifies a complex organizational structure with diverse service areas.

Founded: Lambeth Council has a long history, with its modern form established through local government reforms. This indicates a stable, established organization with established processes and a public service mission.

Team Structure:

• The role operates within the Customer Access and Service Transformation (CAST) Programme at Lambeth Council.

• You will likely collaborate closely with dedicated programme managers, other service designers, business analysts, digital specialists, and operational leads from various council departments.

• The reporting structure will be to a Programme Manager or a designated lead within the CAST programme, with close collaboration with individual service area managers.

• Cross-functional collaboration is a core requirement, involving extensive engagement with operational teams, IT departments, policy advisors, and customer-facing staff. Methodology:

• The CAST Programme's methodology will likely be rooted in user-centred design principles, service design frameworks, and process improvement techniques (e.g., Lean, Agile, Business Process Re-engineering).

• Data analysis and insight generation will be critical for understanding current states and informing future designs.

• A strong emphasis will be placed on translating insights into tangible, implementable changes, with a focus on measurable outcomes and efficiency gains.

• Collaboration and co-creation with stakeholders will be a key approach to ensure buy-in and effective implementation.

Company Website: http://civicrecruitment.co.uk/ (Recruitment Agency) and Lambeth Council's official website (for context on the council's services and strategy).

📝 Enhancement Note: Working for a local council means operating within a public service framework, which often involves a focus on citizen needs, accessibility, and value for money. The "CAST Programme" suggests a strategic initiative aimed at modernizing services and improving efficiency, which is a common theme in public sector transformation.

📈 Career & Growth Analysis

Operations Career Level: This role is at a Mid-Senior to Senior level, requiring significant independent work and expertise. As an interim Service Designer, you are expected to bring a high degree of skill and experience to diagnose issues and propose solutions without extensive onboarding or supervision. The focus is on immediate impact and project delivery.

Reporting Structure: You will report into the CAST Programme management team, likely a Programme Manager or Head of Transformation. You will work collaboratively with various service area managers and operational teams, requiring strong stakeholder management skills to navigate different departmental priorities and structures.

Operations Impact: The Service Designer's impact is directly tied to improving the efficiency and effectiveness of public services. By reducing avoidable demand and optimizing processes, the role contributes to cost savings (MTFS), improved citizen satisfaction, and a more sustainable operational model for the council. This role bridges the gap between user needs and operational delivery, directly influencing how services are accessed and experienced.

Growth Opportunities:

• Specialized Project Experience: Gain valuable experience on a significant public sector transformation program, enhancing your portfolio with high-impact projects.

• Cross-Sectoral Learning: Develop a deeper understanding of public service delivery challenges and opportunities, broadening your expertise beyond a single industry.

• Stakeholder Management: Refine your ability to engage with a diverse range of senior stakeholders in a complex organizational environment.

• Potential for Extension: The possibility of a 6-month contract offers extended project involvement and deeper impact.

📝 Enhancement Note: While this is an interim role, the experience gained in public sector transformation and service redesign is highly transferable. The emphasis on impact through efficiency and citizen experience is a valuable addition to any operations professional's resume, particularly for those interested in public service or large-scale organizational change.

🌐 Work Environment

Office Type: Hybrid working model, combining office-based collaboration with remote flexibility. The office is located at 6 Brixton Hill, London, SW2 1RW.

Office Location(s): The primary office location is in Brixton, London, a well-connected area. This provides opportunities for in-person collaboration with colleagues and stakeholders within the council.

Workspace Context:

• The hybrid model allows for focused work at home and collaborative sessions (workshops, team meetings) in the office.

• You will have access to council resources and potentially a dedicated workspace when on-site.

• The environment will be dynamic, involving interaction with various teams and departments across the council.

• Expect a professional, public sector setting focused on delivering essential services efficiently.

Work Schedule: The role is based on a standard full-time working week (approximately 40 hours). The hybrid arrangement offers flexibility in how those hours are structured, with a clear expectation of 2 days in the office and 3 days remote. This schedule is conducive to deep work, analysis, and collaborative sessions.

📝 Enhancement Note: The hybrid nature reflects modern work trends, balancing the need for face-to-face interaction in complex projects with the efficiency and flexibility of remote work. For operations professionals, this balance is often key to productivity and work-life integration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of your CV and a brief discussion with Civic Recruitment to assess suitability and experience.

• First Interview: May be with the hiring manager or a key member of the CAST Programme team. This will focus on your service design and business analysis experience, understanding of public sector challenges, and approach to problem-solving. Be prepared to discuss your experience with customer journey mapping and process improvement.

• Second Interview/Workshop: This could involve a practical exercise or case study presentation. You might be asked to walk through a portfolio piece, discuss a hypothetical problem, or present your approach to a specific service design challenge. This stage assesses your ability to apply your skills and communicate effectively.

• Final Stages: May involve a discussion with senior leadership within the programme or council, focusing on strategic alignment and cultural fit.

Portfolio Review Tips:

• Focus on Impact: Prioritize portfolio pieces that clearly demonstrate your ability to drive tangible improvements, such as reduced demand, cost savings, or enhanced customer satisfaction. Quantify your achievements whenever possible.

• Showcase Process: Include examples of your process mapping (current and future state), workflow diagrams, and service design blueprints. Explain your methodology and the rationale behind your design choices.

• Highlight Collaboration: If possible, include examples where you successfully collaborated with diverse stakeholders to achieve project goals.

• Tailor to Public Sector: If you have public sector or local government experience, emphasize it. If not, draw parallels between your private sector experience and the likely challenges of public service delivery.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use clear language and avoid jargon where possible, especially when presenting to non-specialists.

Challenge Preparation:

• Understand "Avoidable Demand": Be ready to discuss what "avoidable demand" means in a public service context and how you would identify and tackle it.

• Service Design Frameworks: Refresh your knowledge of common service design tools and frameworks (e.g., user personas, empathy maps, service blueprints, journey maps).

• Lean Principles: Be prepared to discuss how Lean methodologies can be applied to public services for efficiency gains.

• Stakeholder Management Scenarios: Think about how you would manage conflicting priorities or resistance to change from different service departments.

📝 Enhancement Note: The interview process for interim roles often emphasizes practical application and the ability to demonstrate past successes quickly. A strong, relevant portfolio is critical for showcasing your capabilities without extensive onboarding.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Mapping Tools: Proficient use of tools such as Miro, Mural, Lucidchart, Visio, or similar for creating customer journey maps, process flows, and service blueprints.

• Business Analysis Tools: Experience with tools for requirements gathering, data analysis, and process modeling.

• Presentation Software: Advanced proficiency in PowerPoint, Google Slides, or Keynote for creating compelling presentations and reports.

Analytics & Reporting:

• While not explicitly stated, the ability to analyze data from various sources (e.g., CRM, customer feedback, operational reports) will be crucial. Familiarity with data visualization tools (e.g., Tableau, Power BI) or advanced Excel skills would be beneficial for presenting findings. CRM & Automation:

• Understanding of how CRM systems and workflow automation tools can impact customer journeys and operational efficiency is advantageous, though direct hands-on experience with specific platforms may not be a primary requirement unless they are central to the council's current service delivery.

📝 Enhancement Note: The emphasis is on the application of service design principles and process mapping, rather than specific software proficiency, although familiarity with collaborative digital whiteboarding tools (Miro, Mural) is highly likely to be expected for hybrid/remote work.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and improving the experience of citizens interacting with council services.

• Efficiency & Value: A drive to optimize resource utilization and achieve cost-effective service delivery, aligning with public sector financial constraints (MTFS).

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

• Data-Driven Decision Making: Utilizing evidence and analysis to inform design choices and measure impact.

• Pragmatism: A focus on delivering practical, implementable solutions that create real-world improvements.

Collaboration Style:

• Cross-Functional Integration: Actively seeking input and collaboration from diverse teams (operational staff, managers, IT, policy) to ensure designs are holistic and feasible.

• Workshop Facilitation: Creating inclusive environments for co-creation and problem-solving where all voices can contribute.

• Feedback Loops: Establishing mechanisms for ongoing feedback on proposed designs and implemented changes.

• Knowledge Sharing: Willingness to share insights, methodologies, and best practices to build internal capability within the CAST programme and across service areas.

📝 Enhancement Note: The culture in public sector transformation often balances a strong sense of public service with the need for business-like efficiency. Expect a collaborative environment where understanding diverse needs and building consensus is key.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large local government structure can involve complex approval processes and entrenched ways of working.

• Resistance to Change: Service areas may be reluctant to adopt new processes or digital solutions due to established routines, fear of job impact, or resource constraints.

• Data Availability & Quality: Accessing comprehensive and accurate data to inform analysis and measure impact can sometimes be challenging in public sector environments.

• Balancing Competing Priorities: Different service areas will have their own strategic objectives, requiring skillful negotiation and prioritization of improvement initiatives.

• Scope Management: Ensuring the project stays focused on achievable goals within the contract period, given the broad potential for service improvement.

Learning & Development Opportunities:

• Public Sector Transformation Expertise: Deepen your understanding of how service design and process improvement are applied in the unique context of local government.

• Stakeholder Complexity: Enhance your skills in managing relationships and influencing outcomes across a wide array of stakeholders with varying interests.

• Demand Reduction Strategies: Gain practical experience in designing services that actively reduce unnecessary demand, a critical skill in resource-constrained environments.

• Cross-Departmental Insight: Develop a broad understanding of how various council services operate and interact, providing a holistic view of citizen engagement.

📝 Enhancement Note: The challenges presented are common in large, established organizations undergoing transformation, particularly in the public sector. Successfully navigating these will provide significant learning and career development.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to identifying and quantifying 'avoidable demand' within a public service context."

• "Walk me through a complex customer journey you've mapped. What were the key pain points, and how did you propose to address them?"

• "How would you gain buy-in from service managers who are resistant to change or new process implementations?"

• "What are the key differences and similarities between service design in the public sector versus the private sector?" Company & Culture Questions:

• "What do you understand about Lambeth Council's Customer Experience Strategy and the goals of the CAST Programme?"

• "How do you ensure your service designs are inclusive and meet accessibility standards?"

• "Describe a time you had to balance competing stakeholder needs or priorities. How did you resolve it?" Portfolio Presentation Strategy:

• Start with the Problem: Clearly articulate the business or customer problem your portfolio example addressed.

• Detail Your Process: Explain your methodology, tools used, and how you involved stakeholders.

• Showcase Key Deliverables: Present your maps, diagrams, and recommendations visually.

• Quantify Impact: Emphasize the results achieved or anticipated. Use metrics, cost savings, efficiency gains, or improvements in customer satisfaction.

• Tell a Story: Frame your project as a narrative of challenge, solution, and outcome.

📝 Enhancement Note: Be prepared to discuss your experience with specific methodologies and tools. Demonstrating a clear, structured approach to problem-solving and a strong understanding of the public sector context will be crucial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on cragroup.zohorecruit.eu.

• Tailor Your CV: Highlight experience in Service Design, Business Analysis, Process Improvement, Lean Methodologies, and User-Centred Design. Quantify achievements related to efficiency, cost savings, or customer experience improvements.

• Prepare Your Portfolio: Select 2-3 strong case studies that best demonstrate your ability to analyze complex processes, design effective solutions, and drive measurable impact, ideally with public sector relevance. Be ready to present these concisely.

• Research Lambeth Council: Familiarize yourself with Lambeth Council's services, strategic priorities, and any publicly available information on their customer experience or digital transformation initiatives. Understand the context of the CAST Programme.

• Practice Your Presentation: Rehearse walking through your portfolio examples and answering common interview questions, focusing on clarity, conciseness, and impact.

⚠️ 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.