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Service Design Lead LBHF76933

Job Details:

Salary range:  £45,594 - £48,576 per annum. 

Work location:  3 Shortlands, Hammersmith,  London W6 8DA

Hours per week:  36

Contract type:  Permanent

Closing date:  24 October 2021

Interview date:  Week commencing 8 November 2021

Contact details for an informal discussion: David Morris, Service Transformation Manager via email at DAVID.MORRIS@LBHF.GOV.UK            

Advert Text:

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Economy department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.


We believe councils can radically change people's lives for the better, particularly when they give a real say to their residents in designing services. We're looking for people who understand our vision and share our view of the world.  This role will put you at the heart of driving transformation in The Economy department.  A new transformation programme has started, one of the most ambitious H&F has seen, to transform the way we deliver housing services to our residents. We need a Service Design Lead that has the skills, knowledge and experience to drive change projects in this programme. You will also lead evidence-based service transformation projects across regeneration, planning, place shaping, housing and regulatory compliance.             


Working in the Delivery and Transformation Team you will deliver lasting change for residents, communities and staff. This role encompasses responding to drivers of change, initiating and managing projects through to implementation. You will need to be a good communicator, an excellent project manager, experienced in defining and analysing problems as well as identifying opportunities, an innovative work-shopper and process-mapper, as well as tenancious and determined to see projects through. Duties will include working closely with a range of key stakeholders to deliver change and transformation for residents as well ensuring that our services are able to operate efficiently and effectively. You will also be responsible for collecting and analysing operational and customer insight information and using tools such as process and customer journey mapping to improve the resident experience and redesign approaches to service delivery.


Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Role Responsibilities:

Service design officers lead analysis of customer insight and performance information across the service and  design service improvements from inception to completion.

You will:

  •  lead multidisciplinary teams through the entire design process; from user research to creating and testing new solutions using prototypes, and supporting the strategic direction and delivery of services at scale. Officers are recognised specialist’s customer focused design for service delivery; experienced at working on all levels of a service, from high-level flows and journeys to the detail of individual parts - engaging with staff directly involved in the delivery of services, senior stakeholders and our customers.
  • direct service reviews to identify opportunities to reduce costs while improving service outcomes; imagining what future services could look like and applying service-oriented thinking to organisation structures, processes and capabilities (including technology). Officers work with different types of evidence - best practice, data, review of complaints, research etc - making testable, practical service recommendations and business propositions.
  • design process improvements, defining new business processes; supporting those that manage the impact and delivery of organisational change. 
  • provide proactive challenge and support as part of design reviews; sharing specialist knowledge and contributing to the best working practice. 
  • facilitate informed discussions with teams and other stakeholder to drive new ways of working that reduce costs and deliver better services for users as well as leading transformation of the organisation and the day to day delivery of services.


Please refer to the Job Description for more information. 

People Values:

How we act defines who we are.  At the heart of our organisation is a common approach to defining ‘who we are’.  We are looking for people who can build this into everything they do.


We are fair

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.


We are caring

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.


We are collaborators

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.


We are driven

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Recruiting for Attitude:

Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes: 


Complex problem-solving 
The ability to work within a complex system and find simple solutions and outcomes that deliver real change. 


Critical thinking 
The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources. 


You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations. You can apply creative solutions that deliver hard outcomes. 


People management 
You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exceptional feedback from your team about their working environment. You recognise and support people as individuals. 


Coordinating with others 
You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You can also recognise how others work, think, and feel to get the most out of collaboration. 


Emotional intelligence 
You have a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group dynamics. You can recognise motivating factors and demonstrate empathy appropriately applying a wide range of adaptive social skills. 


Judgement and decision making 
You can take rational and evidence-based decisions and take responsibility for your decisions and actions. Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement. 


You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level. 


Service orientation 
You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives. 


Cognitive flexibility 
The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach. Applying cognitive flexibility to situations of significant change and transformation. 

Role Specific Qualifications:

  • Educated to Degree Level with a minimum of a 2.1 or sufficient experience to demonstrate ability and professional development
  • Experience working in a service design or improvement environment


Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.


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