Senior Service Design Lead

November 6, 2026

Senior

London, United Kingdom

Indeed

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Description

Southwark Council is looking for a Senior Service Design Lead to lead service design across complex change initiatives within its transformation portfolio. The role takes ownership of the design process from discovery through to implementation, creating efficient, inclusive services designed around residents' needs. The Change Team within Strategy & Communities brings together programme management, delivery management, service design, business analysis and PMO capability to deliver savings and improve how services operate.

Responsibilities

Leading service design activity across major transformation programmes and complex, cross-cutting services
Working with service teams, residents and stakeholders to understand needs and identify opportunities for improvement
Developing future service models, user journeys, service blueprints and operating processes
Facilitating workshops, discovery activities and co-design sessions with stakeholders
Using research, data and insight to inform design decisions and create evidence-based solutions
Working closely with Programme Leads, Delivery Leads, Business Analysts and service teams to ensure solutions are practical and deliverable
Supporting services to implement redesigned processes and new ways of working
Championing inclusive, user-centred design approaches and building service design capability across the council

Requirements

Significant experience leading service design within complex organisations, ideally within local government or the public sector
Strong track record of redesigning services to improve resident outcomes, efficiency and value for money
Expertise across the service design lifecycle including discovery, journey mapping, service blueprinting, prototyping and implementation
Excellent facilitation, stakeholder engagement and workshop delivery skills
Experience working as part of multidisciplinary change teams alongside programme managers, delivery leads and business analysts
Ability to translate research, insight and data into practical service improvements and sustainable operating models
Strong systems thinking and problem-solving skills connecting resident experience to processes, policies, data and technology
Professional qualification in Service Design, Human-Centred Design, UX, Interaction Design, Design Strategy or equivalent experience

Conditions

Full-time employment
Occasional evening and out-of-hours meetings may be required to meet service needs
Eligible redeployees will be considered first under the council's redeployment arrangements
Guaranteed interviews for armed forces members, veterans, care leavers and disabled people

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