We are recruiting for a Senior Transformation Service Designer / Business Analyst, to support the Residents’ Hub Transformation programme.

This is a Fixed Term Contract for 6 months.

Tower Hamlets is a diverse and vibrant borough in the heart of London. Tower Hamlets Council has big ambitions to improve the lives of the 332,000 residents who call our borough home. With high levels of deprivation and significant differences in life outcomes between neighbourhoods, providing accessible, local face-to-face services is essential to tackling inequality. Many residents face digital, language or other barriers to accessing services, making face-to-face support a critical route to resolving issues, accessing support and building trust in the Council.

The Residents' Hub Transformation Programme is a major transformation initiative that will redesign how residents access council and partner services across the borough. We are developing a new place-based service model that brings services together locally, creates simpler customer journeys, improves access to support and increases resolution at first contact. The programme is underpinned by a commitment to tackling inequality, improving resident outcomes and delivering services in a way that works for our communities.

The Senior Transformation Business Analyst / Service Designer role is suited to an innovative and ambitious professional with a track record of developing successful Target Operating Models, customer journeys and service improvements that deliver meaningful outcomes.

You will lead service redesign activity, developing a robust, evidence-led Target Operating Model for the future service. You will be confident in leading design workshops with a wide range of stakeholders, both internally and externally, gathering requirements, analysing data and translating insight into practical solutions. You will support the development of business cases, operating models, service design products and implementation plans.

The role will involve working across council services and with external partners to help shape a multidisciplinary offer that meets the needs of local communities. This will include working with stakeholders from a range of sectors, including public services, health partners, community organisations and neighbourhood teams, to create a more joined-up and accessible experience for residents.

About you

We are looking for someone with experience of delivery complex transformation programmes and business analysis, preferably in a local government context
You will be a self-motivated ‘doer’, who is able to pick up and deliver keys projects and present complex work clearly and concisely.
You will be great at facilitation workshops and building relationships at all levels of the organisation and be able to bring people on board with key areas of your work.
Experience of Customer Services would be a real plus
This role is hybrid, with an expectation that you will be in our Whitechapel office three days a week.

Our Benefits

Competitive salary starting at £62,743
Local Government Pension Scheme membership
Generous annual leave: 29 days, plus bank holidays and 3 additional days at Christmas (subject to pro rata calculation)
Flexible and agile working to support work life balance
Staff money-saving schemes (e.g., rent deposit loans, season ticket loans).

Tower Hamlets is a truly unique borough at the heart of London – a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK. We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people’s lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.

Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace – it’s a hub for collaboration, innovation and community, designed to bring out the best in our people.

As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values – Together, Open, Willing, Excellent and Respect – we are building a positive, inclusive culture where colleagues can thrive.

At Tower Hamlets Council, you’ll find exciting challenges, supportive colleagues, and the chance to shape one of London’s most important and vibrant places. If you’re looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.