Service Designer

BBS Recruitment is an independent recruitment agency specialising in the Transport and Logistics sector, supplying staff to a wide range of clients across London, Hertfordshire, and surrounding areas. We also recruit for Social Care and Public Sector roles.

We are currently recruiting for an experienced Service Designer to join the Customer Access and Service Transformation (CAST) Programme on an interim basis for our client based in Lambeth.

The successful candidate will play a key role in supporting service improvement across priority areas, helping to improve customer experience, reduce avoidable demand and identify opportunities to make services more efficient and cost-effective.

• Work with priority service areas to understand customer journeys, operational processes, workflows and service pain points.
• Map current as-is and proposed to-be customer journeys and processes.
• Identify avoidable demand, repeat contact, rework, delays, complaints, unnecessary officer time and poor hand-offs.
• Analyse customer feedback, service data and operational insight to identify opportunities for improvement.
• Develop practical recommendations to improve processes, workflows, communications, forms, digital channels, staff guidance and customer information.
• Work closely with service managers, subject matter experts and frontline teams to understand challenges and develop effective solutions.
• Facilitate workshops, discussions and engagement sessions with key stakeholders.
• Identify opportunities to reduce customer demand, save officer time, improve efficiency and reduce costs.
• Assess and prioritise improvement opportunities based on customer impact, operational benefits, deliverability, cost and potential savings.
• Translate findings into clear actions, recommendations, owners and measurable benefits.
• Support the CAST delivery plan, benefits tracking and wider service improvement activity.
• Produce clear, concise and visual outputs that can be easily understood and implemented by service teams.
• Support the implementation of agreed improvements and ensure changes deliver measurable benefits.

We are looking for a confident and analytical Service Designer with experience in service improvement, business analysis, process improvement, Lean, user-centred design or a similar discipline.

• Proven experience in service design, business analysis or process improvement.
• Experience mapping customer journeys, processes, workflows and hand-offs.
• Strong analytical and problem-solving skills.
• Experience identifying customer pain points, failure demand, rework and operational inefficiencies.
• Ability to use data and qualitative insight to understand service issues and identify improvement opportunities.
• Strong stakeholder engagement and facilitation skills.
• Experience working with service managers, subject matter experts and frontline staff.
• Ability to turn complex information and research into clear, practical recommendations.
• Understanding of digital channels, online forms, web content and accessibility.
• A strong understanding of customer experience and service improvement.
• Ability to identify opportunities for demand reduction, officer-time savings and cost avoidance.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and deliver work to agreed deadlines.
• Experience with in local government, the public sector or a large customer-facing organisation would be highly desirable.

Working Pattern: 2 days office, 3 days remote