Service Designer

Service Designer – Public Sector Consulting

Ignite is a strategy, innovation and change consultancy dedicated to transforming the face of public service. With our clients we design, build and embed financially viable organisations able to deliver sustainable, efficient, customer-focussed services focused on the things that really matter. Together we are making a meaningful difference to the lives of millions of people through building vibrant local communities, enhancing quality of life and protecting the vulnerable.

Many of the councils we work with have significant financial challenges they are looking to meet head on. Customer expectation and digital aptitude is increasing year-on-year and councils are looking to create digital services, supported by new ways of working that address customer demand and enable customers to do more themselves. Understanding customer need and their current experiences when dealing with the council enables them to understand the capability they require to deliver services that customers will want to use and prioritise delivery of redesigned processes to realise appreciable financial and non-financial benefit.

By helping organisations develop better customer strategies, optimising their use of technology and digital channels, become more commercial and create high-performing teams, we are supporting them to deliver significant benefit and realise savings.

Joining our Service Design team, you will:

• Lead and manage a work-stream, medium scale project or proposal in line with agreed scope, time and financial measure in order to achieve revenue targets and high levels of customer satisfaction
• Instil client project teams with the confidence and discipline to explore innovative design solutions for customer journeys and back-office processes, while respecting client deadlines and legislative requirements
• Promote design thinking and advocate the use of design principles and best practice
• Lead client teams and customers in workshops, focus groups and field studies to map, measure and improve their services
• Work with clients to understand their existing processes and identifying priority areas for redesign and benefit realisation
• Carry out assessments of existing customer journeys and digital capability
• Work with change and transition workstreams, both within Ignite and with the client, to ensure the client is equipped for and prepared for changes to their processes and ways of working
• Manage the delivery of your own and your team’s work to ensure we meet required standards and go beyond this to exceed our client’s expectations

Successful applicants should have a track record of delivering digital transformation consulting ideally from within local or central government or other public sector environments supported by experience of most of the following:

• Service design / redesign experience
• Delivering value to businesses through digital transformation initiatives using design thinking and industry best practice
• Agile methodologies
• Customer journey mapping and creation of user personas
• Development and implementation of Target Operating Models
• Project management, including managing risks, dependencies, assumptions and issues within a framework e.g PRINCE2
• Analysis and dissemination of complex quantitative and qualitative data using spreadsheets or Business Intelligence tools
• Experience of the application of Customer Relationship Management and corporate workflow solutions to the improvement of customer journeys and efficient process flow

Desirable

• Agile experience
• Double diamond service design

Ignite is an innovative and ambitious organisation with a powerful set of values that aligns everybody around a meaningful mission. There are no boundaries to what can be achieved, and we have a strong sense of collaborative working and of respecting the health and wellbeing of our team.