Service Designer / Business Analyst

Connect2Hackney is the internal talent acquisition partner dedicated to matching top talent with high-impact roles across the London Borough of Hackney. Hackney is renowned for its progressive digital transformation, human-centred service delivery, and commitment to putting residents at the heart of everything we do.

The Opportunity

We are looking for a versatile, hybrid Service Designer / Business Analyst to join Hackney's transformation team.

This is a high-visibility, dual-track role bridging today's operational delivery and tomorrow's technology architecture. You will play an instrumental part in executing hands-on service re-engineering across our current systems today, while using end-to-end customer journey mapping to shape the functional requirements for our next-generation Contact Centre as a Service (CCaaS) and AI digital platform.

Building on solid foundations already established in critical front-line areas such as Housing and Adult Social Care, you will uncover failure demand, optimise existing touchpoints, and define the future standard of resident customer experience.

What You'll Be Doing

• Dual-Track Journey & Process Design: Map as-is and to-be customer journeys across telephony, web, AI chat, CRM, and casework tools-delivering quick wins on existing platforms while blueprinting future-state CCaaS capabilities.
• Hands-on CX Delivery: Re-engineer current contact flows, IVR menus, and web triage pathways to eliminate failure demand ahead of major platform migrations.
• Shape AI & CCaaS Requirements: Translate citizen needs, user journeys, and operational pain points into clear functional specifications, user stories, decision trees, and procurement backlog items for modern CCaaS and conversational AI self-service tools.
• Root-Cause & Failure Demand Analysis: Lead collaborative workshops with front-line teams (contact centre advisors, housing officers, triage teams) to address recurring contact drivers and model automated routing solutions.
• Agile Specification: Develop clear acceptance criteria, process flows, and backlogs consumable by internal IT teams, content designers, and external vendors.
• User Research & Prototyping: Plan and facilitate testing sessions with Hackney residents and staff to iterate both interim service tweaks and future AI interaction flows.

What We're Looking For
Essential Experience & Knowledge:

• 3+ years working in a hybrid Service Design / Business Analysis role.
• Demonstrated experience in public sector or local government transformation.
• Strong track record of delivering immediate operational CX improvements while defining requirements for future enterprise platform rollouts.
• Deep grounding in Service Design methodologies, GDS principles, and Business Process Re-engineering (BPR).
• Practical experience in failure demand analysis and process optimisation.
• Hands-on experience mapping omnichannel customer journeys integrating telephony, web, CRM, and conversational AI / automation (e.g., natural language IVR, virtual agents).
• Proven facilitation skills with front-line staff, senior stakeholders, and technical delivery partners.

Desirable:

• Familiarity with local government line-of-business platforms such as Housing management systems or Adult Social Care systems (e.g., Mosaic, LiquidLogic, Civica).
• Experience with Vanguard/Seddon failure demand methodologies.
• Exposure to CCaaS procurement frameworks, vendor selection, and AI integration models in public front-line services.
• Experience designing conversational flows and decision trees for chatbots and virtual assistants.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.