Service Designer

The Role

We’re seeking a Service Designer to support our diverse portfolio of projects – from Digital Inclusion and Health & Social Care, to Housing, Homelessness, and Net Zero. You’ll play a key role in researching, designing and developing new solutions, embedding good design practices, and spreading these skills across London’s local government ecosystem.

Reporting to the Digital Innovation Delivery Lead, you’ll bring your expertise in user research and service design to projects across the LOTI team, helping us create services that truly meet residents’ needs.

What You’ll Do

• Deliver user research and service design across LOTI projects, guiding colleagues and partners.
• Deploy service design tools: research, user stories, personas, wireframes, prototypes and more.
• Map user journeys and processes, optimise accessibility and usability in line with Government Digital Service Standards.
• Use agile and outcomes-driven methods to plan and deliver projects.
• Run discoveries, workshops and events to engage stakeholders and clarify goals.
• Prototype and test solutions, making insight-led recommendations for scaling and adoption.
• Work with data and AI specialists to ensure ethical practices and information governance.
• Capture and share project outputs, working in the open and representing LOTI at key meetings.

About You

• Creative, curious and committed to learning and innovation.
• Experienced in running workshops, prototyping and delivering projects in complex environments.
• Confident communicator, able to build relationships with diverse stakeholders.
• Comfortable switching between topics and managing varied workloads in a small, fast-moving team.
• Agile project management experience with multiple teams or organisations.
• Passionate about user-centred design and improving public services.