Initial 3‑Month Contract - Hybrid Working
Location: Birmingham
Hays is proud to be partnering with a local council to recruit a Senior Service Designer to support a major transformation programme focused on enhancing customer experience. This is an exciting opportunity to influence high‑impact services and shape the way residents interact with the council.
About the Role
As a Senior Service Designer, you will be responsible for designing end‑to‑end services within complex, multi‑layered environments. You will work closely within multidisciplinary teams to deliver new and improved services based on user needs, organisational goals, and evidence‑based insight.You will directly lead the design of complex, high‑risk and interdependent digital services-working from discovery through to live, often across multiple product teams concurrently. A key part of the role is contributing to the council's design standards, patterns, and community, ensuring that user‑centred design is embedded in everything we do.
Key Responsibilities
Work collaboratively with large and complex service areas to develop digital transformation plans.
Map service and user journeys to identify opportunities for redesign, transformation and streamlining.
Prototype and wireframe interactions to support creative exploration and service improvement.
Lead and guide service design activities across multidisciplinary teams, ensuring alignment of user needs, business objectives and technical considerations.
Allocate and plan service design resources for transformation programmes.
Contribute to creating and embedding design standards, behaviours and modern service design practices.
Identify and specify effective business solutions, including improvements in information systems, data management and organisational processes.
Support service areas in mapping business flows, identifying interdependencies and crafting an ambitious transformation vision.
Experience & Skills Required
Essential Experience:
Experience working within multidisciplinary teams to design and build services or improve existing service delivery.
Proven experience delivering prototypes at a pace to support collaborative thinking.
Experience managing service design projects and programmes within large, complex organisations.
Knowledge & Skills
Deep understanding of service design principles, methods and practices.
Strong understanding of product development methodologies, frameworks and principles.
Ability to guide design decisions in complex service areas and support stakeholders in seeing opportunities for change.
Ability to understand and communicate technical complexities and design risks.
Strong influencing skills, especially when working with senior leaders.
Confidence in supporting services to define and deliver a transformation roadmap.
Ability to manage risk and explain trade‑offs in complex service environments.
How to ApplyIf you have the experience and passion to drive service transformation at scale, we'd love to hear from you. Please send your updated CV today!
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