Service Design Lead

Service Design Lead


Fixed term contract – 12 months
£43,860-£52,866 + benefits
Location: Hounslow (but currently remote)

We’re more than digital. We’re improving lives.

To give our communities excellent services, we need to ensure their interactions with us are frictionless and efficient. You’ll help us to design our services around our users’ needs, using research and analysis, taking a user-centric approach to everything we do.

This is a critical role where you’ll lead multi-disciplinary teams to research and redesign services. You’ll begin by building an in-depth understanding of users’ needs, bringing together talent to create smart design concepts. You’ll also look for ways to reduce costs, improve existing services and use advanced technology to transform the user experience. Your insight and knowledge won’t just help our team – they’ll directly benefit Hounslow’s residents.

Day to day you’ll be iterating new solutions, running pilots and creating a supportive environment for your team. You’ll therefore need experience in a similar role, gained in a local government setting. With this background, you’ll know about the technical side of design as well as the visual. You’ll be willing to roll your sleeves up and do user-centred design work if needed. What’s more, you’ll inspire teams to perform at their best as a capable IT leader. In return for your skills, we can offer the chance to be part of an inclusive team, within an incredible borough. Hounslow has green spaces, unique history, cosmopolitan hubs and fantastic transport links – in short, it’s unlike anywhere else. At the heart of all this is our council, offering flexible working, career development and a whole range of generous benefits.

Join us at the forefront of innovation and use your skills to make a positive impact.   

Please note that this role will help the organisation to design council services based around the needs of our communities, taking advantage of technology as appropriate. This is not a graphic design or industrial design role. We’re looking for people with experience of working in a similar role, ideally in a local government or public sector environment.

Although we are currently working remotely, it is important that you will be able to travel to Hounslow when required after restrictions are lifted. 

You must be eligible to work in the UK. 

Find out more

Read the role profile for further information about the role and what we’re looking for from candidates.

Key dates

Closing date for applications: 23:59 on Sunday 21st March 2021  
Interview dates (provisional): from week commencing 6th April 2021 

We reserve the right to close this vacancy once a sufficient number of applications has been received, so please submit your application as soon as possible.

How to apply

We are partnering with Penna and you’ll be redirected to their applications website where you will be asked to:

  • register your details on the site 
  • upload your CV 
  • upload your supporting statement – please explain why you are interested in this position, what attracts you to working for the London Borough of Hounslow and what you can bring to the role

If you have any issues reading the role profile or would like a version in an alternative format, please contact us at:

We’re currently recruiting to several different roles – view all our opportunities in Digital and IT.