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. Key Responsibilities for Service Designer: 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 ..... full job details .....