Senior Service Designer (Customer Experience, Local Government)

Senior Service Designer (Customer Experience, Local Government)

Initial 6 month contract - £550-£600 per day (inside IR35) - 2 days per week from South London office

Our South London based Local Authority, have an immediate requirement for a Senior Service Designer (Customer Experience, Local Government) to join on a 6-month contract. The role is 2 days per week onsite.

For this role, we do need someone with previous Local Government experience.

Key deliverables and responsibilities for the Senior Service Designer (Customer Experience, Local Government)

• Develop a customer contact strategy and TOM and a business case for a full digital transformation of customer contact (ideally someone who has done this recently including voice automation)
• Deliver more quick wins including IVR changes, signposting of self-service options, improvements to front door eg through use of triage tools and updating web content to manage customer expectations
• Manage our Service Designer and leading service design initiatives to reduce failure demand in service areas across the council