Join our Customer Experience Capability

Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver them.

The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.

These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council.

Can you turn insight into practical service improvements that make life easier for residents and colleagues?

We are looking for a Service Designer to join our Customer Journeys team and lead service design activity across priority council services.

This role will help services understand their current customer journeys, identify pain points and opportunities, and design practical improvements that improve customer experience, support colleagues, and reduce avoidable demand. You will work across service boundaries, helping teams move from individual service thinking to whole-journey thinking.

You will work closely with service areas and enabling teams, including Digital, Business Change, Customer Intelligence, Voice of the Customer, and Customer Hub colleagues. The role will suit someone who enjoys tackling complex problems, facilitating collaboration, and turning evidence into clear and deliverable improvements.

In this role, you will:

Lead service design activity across priority customer journeys
Use discovery, research, and insight to understand customer and staff experience
Develop journey maps, service blueprints, prototypes, and design recommendations
Facilitate workshops and co-design sessions with customers, colleagues, and stakeholders
Challenge assumptions and help services focus on user needs and evidence
Support the testing, implementation, and evaluation of service improvements
Line manage and support User Researcher colleagues where assigned

We are looking for someone who:

Has experience applying service design methods in a complex organisation
Can use insight and evidence to shape practical service improvements
Is confident facilitating workshops and bringing people together around shared challenges
Can translate complex problems into clear recommendations and actions
Understands inclusive and accessible service design
Can balance customer needs, operational realities, and organisational priorities
Enjoys working collaboratively and influencing positive change

This is an exciting opportunity to help shape how Sheffield City Council designs and improves services, ensuring they are simpler, more joined up, and focused on the needs of residents and colleagues.

Contact: katie.mullen@sheffield.gov.uk

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.