Service Designer – Customer Access and Service Transformation (CAST) Programme – #OR114007

Job Description

The London Borough of Lambeth is seeking an interim Service Designer to join the Customer Access and Service Transformation (CAST) programme, supporting delivery of the Customer Experience Strategy 2026–2029 and MTFS-saving objectives.

Reporting to the CAST Programme Director, you will work across priority service areas to understand current customer journeys, operational processes, pain points and demand drivers. You will produce high-level as-is and to-be process maps, identify avoidable demand, repeat contact, rework and unclear ownership, and recommend practical improvements to process, policy application, digital channels, forms, scripts, staff guidance and management controls.

The ideal candidate will bring proven experience in service design, business analysis, process improvement, lean methodology or user-centred design. You must be able to facilitate workshops with service managers and frontline staff, use data and qualitative insight to identify failure demand and officer effort, and translate findings into clear, actionable recommendations with measurable benefits. Strong stakeholder engagement and communication skills are essential, as is the ability to produce concise, visual outputs that services can implement. Local government or public sector experience is desirable.

This is an initial three-month interim assignment with the option to extend to six months, based at 6 Brixton Hill, London SW2 1RW. The rate is £400.00–£542.25 per day via Prism. Start date: 21 September 2026.

If you have the experience and are available, please get in touch today.

What’s on offer:

* Excellent, competitive pay rates – paid weekly
* Supportive management team with approachable, experienced leaders
* A desirable location with great transport links
* A stable, well-resourced, and encouraging working environment

Why join Semester.co.uk?

* Free ongoing CPD and training opportunities to enhance your skills
* Competitive rates of pay with prompt, reliable payments through our in-house payroll
* Enhanced DBS processing included
* Dedicated, friendly consultant offering tailored support
* Access to a wide range of opportunities in your chosen location

Ready to take the next step? Click ‘Apply’ now to express your interest in this role, or explore other exciting opportunities with Semester.co.uk.