Service Design Lead

About you

• Do you have proven experience leading multi-disciplinary teams to research and design services
• Are you experienced in building an in-depth understanding of users’ needs and bringing together talent to create smart design concepts?
• Do you always look for ways to support new ways of working that reduce costs and deliver better services for users?
• Do you have experience of working on the design of all aspects of services, from high-level flows and journeys to the detail of individual parts?
• Do you enjoy working with data and qualitative insight to design solutions and strategic propositions?
• Are you skilled at stakeholder management and excellent at building strong relationships?
• Do you enjoy working in the open and sharing experiences, knowledge and ideas with colleagues and peers?

If so, then our Service Design Lead role could be perfect for you. Join us and help ensure that our communities’ interactions with us are frictionless and efficient, and truly centred around their needs.

Our vision is to create connected and inclusive communities supported by innovative and digitally-optimised services. Hounslow is on an exciting journey of transformation with digital embedded at the very heart. Our work will improve the lives of our communities through improved digital services, skills and connectivity.

The work you do will be fundamental to the success of our transformation.

About the role

You will seize the opportunity to reimagine what council services could look like and shape the user journeys of the future. Leading multi-disciplinary teams, you’ll build a comprehensive picture of residents’ needs and make design decisions with empathy and insight. You’ll help the wider team and organisation develop a deep understanding of the people that use our services and the people who deliver them.

Meanwhile, you’ll be looking for ways to reduce costs, optimise existing systems, bring improvements to services, and embrace innovative technology which has the potential to transform ways of working and, ultimately, make people’s lives better.

Ideally you will have experience in a similar role, gained in an equivalent setting.