Service Design Lead

3 days left

London (Central), London (Greater)
Salary Range: £69,543 - £77,862 per annum
22 Jul 2022
19 Aug 2022
Contract Types
Full Time
Design Disciplines
Digital / Web, Other, Product

Job Details:

Salary Range: £69,543 - £77,862 per annum. Salary is negotiable depending on experience  
Work Location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP  
Hours per week: 36
Contract type: Permanent  
Closing date: 7 August 2022
Contact details for an informal discussion: Sarah Williams, Head of Customer Experience and Digital via 

About Us:


Digital and Innovation in Westminster City Council is a world of extraordinary stories, where creative and enterprising people put local residents and businesses first.

Today, Westminster is the most connected borough in London. But, when David joined us in the mid-2010s, small businesses were still struggling to get connected to fibre. Without gigabit-capable broadband, some companies even resorted to biking memory sticks around the city, simply to share files with clients.

Although still in a junior role, David took the initiative and successfully made the business case for £2.8 million of European funding to support connectivity for small businesses across Westminster. Feedback from businesses has been overwhelmingly positive as the project has enhanced their communications with clients, the new connectivity allows them to make video calls and work remotely. As the pandemic hit and many more people needed to work from home, it became clear just how vital this investment had been. 

Fast-forward a few years. Westminster is leading the way for connectivity, as a result of the project businesses are thriving and David is heading up a service of his own: Digital Place. Businesses and careers move quickly in Westminster.

The Role:

As a Service Design Lead focused on user experience, you will play an integral role in helping us achieve our Smart City ambitions in which people are better connected, and able to easily access the services and facilities that will improve their life outcomes. With an unwavering focus on delivering the right solutions for service users, you will therefore lead the design of our most complex (yet interesting) interdependent digital services within the Digital and Innovation portfolio. Whether helping a Project team who are using Agile/Waterfall methodologies to deliver their goals, or working with a Product team to define what service users really need, you will put user research and experience at the heart of every decision. 

With a team reporting into you, will be keen to share expertise and develop their capabilities and knowledge – plus you will build a focus on user experience across the organisation. Working across all channels, you will handle anything from defining business objectives and user needs, through to evaluating and prioritising what can, and should be achieved. 
Ultimately, you will bring a proactive, problem-solving approach to challenges across the organisation that could be better addressed through digital innovation and collaboration – and in the process, you will drive real results for both our local residents and businesses. 

Please refer to the Job Description for more information. 

About You:

As you will be working with a variety of service areas across the business – seeing to it that the opinions of multidisciplinary colleagues are being considered at all times – you will excel in this role if you are an inspirational leader with exceptional digital knowhow and the capacity to lead a virtual team. Great communication and influencing skills are essential, and you will be capable of leading and motivating colleagues across the organisation.  

From a practical point of view, we will expect you to have a background in leading the transformation of high-quality online products and services, always with a focus on delivering the best possible digital customer experience. Applying user-focused principles to all that you do, you will have experience of supporting business change, with the capacity to develop a long-term vision and objectives. You will therefore have a deep knowledge of service design and user experience principles, practices and methods, plus product development methodology, frameworks and principles.

With an annual revenue budget of around £3 million, you will be a highly numerate and astute individual who has the capacity to effectively allocate resources, and make evidence-based decisions on next steps.

The Council and its partners are committed to achieving diverse shortlists for all vacancies at Band 4 or above to support our desire to increase the number of staff from underrepresented groups in our workforce. As part of this ambition, if you are from a Black, Asian and Multiple Ethnic backgrounds (B.A.ME) you can self-declare this to the hiring manager as part of our positive action commitments. 

What We Offer:

Westminster is an amazing place. There are 250,000 diverse residents, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people working here every day. We’re an organisation that wants the very best for our residents: a supportive and safe environment, the chance to grow and learn throughout their lives, to build fantastic careers in world-leading industries, to have access to high-quality, affordable housing and to retire into the community with dignity and pride. 


We want Westminster to be a place where you can make the most of your talents and thrive as an individual. That’s why we’re proud to have won Best Health & Wellbeing Initiative in the 2020/21 Business Culture Awards. By being the best you can be, you’ll help us adapt to the changing needs of our organisation and communities.   


At Westminster City Council, we are passionate about our aim to be an inclusive workplace for all that reflects the communities we serve, and we believe everyone is valued. We particularly welcome applicants from underrepresented backgrounds, including B.A.ME, Black, Asian and Multiple Ethnic backgrounds, LGBTQ+ and those with hidden or visible disabilities. We’re committed to ensuring all our staff – regardless of gender, age, religion, sexuality, ethnicity or disability – can succeed. We value diversity and appreciate that people work in different ways. So, as a Timewise employer we work to provide flexible working arrangements and an empowering environment that enables you to be your best, that is the Westminster Way. 

Apply for Service Design Lead

Already uploaded your CV? Sign in to apply instantly


Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 8MB

Upload from your computer

Or import from cloud storage

Your Portfolio must be a .doc, .pdf, .docx, .txt, .rtf, and no bigger than 8MB

4000 characters left

Marketing Communication

We'd love to send you information about Jobs and Services from Design Week Jobs by email.

All emails will contain a link in the footer to enable you to unsubscribe at any time.

When you apply for a job we will send your application to the named recruiter, who may contact you. By applying for a job listed on Design Week Jobs you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.

Similar jobs

Similar jobs