Service Designer

An opportunity has arisen for an experienced Service Designer to join the Council’s Transformation Team and play a key role in the design and continuous improvement of services that place residents at the centre of everything we do. This role will be instrumental in ensuring services are accessible, inclusive and efficient, contributing directly to the Council’s ambition to become a modern, innovative organisation aligned to the Luton 2040 vision.

The postholder will work collaboratively across the Transformation function, including with the PMO, Transformation Leads and Change Managers, to ensure a consistent, end-to-end approach to service design and delivery. The role will involve undertaking user research to understand resident needs and experiences, mapping service journeys, and co-designing solutions with residents, staff and stakeholders. The Service Designer will identify opportunities for improvement, support the delivery of user-centred solutions and champion best practice in design across the organisation. This is a pivotal role in ensuring that the Council’s services are responsive, sustainable and deliver value for residents and the organisation alike.

Please note this role does not attract sponsorship.

About you

You will bring substantial experience of service design, user research and transformation within a complex organisation, together with a sound understanding of design principles and methodologies focused on user needs and experience. You will have the ability to map end-to-end service journeys, identify areas for improvement and develop evidence-based solutions that enhance accessibility, efficiency and effectiveness.

You will demonstrate familiarity with Government Digital Service (GDS) design principles and have the confidence to influence and support colleagues to adopt user-centred approaches. Excellent communication, analytical and problem-solving skills are essential, along with the ability to work collaboratively with a wide range of stakeholders, including residents, senior officers and partners.

You will be able to demonstrate experience in re-engineering business processes, improving online user experiences and integrating digital solutions with back-office systems. A graduate-level qualification or equivalent experience in a relevant discipline is required, alongside a strong commitment to equality, accessibility and continuous improvement.

This is an excellent opportunity for an individual with a passion for service design and transformation to make a tangible difference to the way the Council delivers services to residents.