Service Designer

Service Designer

  • Location: Cirencester/Witney
  • Salary: £24,700-£27,000 per annum
  • Hours: 37 hours per week
  • Contract Type: Permanent
  • Closing Date: 18 January 2021
  • Interview Date: 01 February 2021

Who are we…

Publica is a unique place to work – we are a local government organisation with a twist! Publica wants to transform the way local services are delivered. To help do this we have started to fundamentally rethink the way we design our services in the digital era so that Publica is a customer-focused organisation driven by real user needs.

About the role…

We are looking for a Customer focused Service Designer to join our team.  You will put our customers at the centre of the design process as you improve customer journeys, making services as usable as possible to provide the best possible customer experience.

You will need to provide technical advice and direction to internal and external stakeholders by applying detailed technical knowledge within an area of expertise and manage sensitive, detailed case or project based work.  Being efficient and proactive is necessary to be able to meet needs and react to operational demand within prescribed guidelines.

A key area of this role is to identify and map customer journeys through services, through all channels (web, face to face, phone, email, letter) and develop an understanding  of why, when and how customers use the service through User Research.

You will need…

  • A qualification in your area of expertise, equivalent to BTEC, HND, HNC, NVQ level 4/5 or relevant experience of five years
  • To be able to empathise, build trusting relationships, persuade and negotiate with colleagues at all levels to drive change which benefits the customer and the organisation
  • To ensure all relevant customers and company information is captured and recorded accurately
  • Experience of User Research
  • The ability to work independently under pressure and within tight deadlines
  • The ability to work with others to deliver key outcomes


For more information about this role please see the Job Description/Person Specification.

Special Conditions…

  • Use of a car for work purposes

Please follow the link to see our great benefits: Benefits

If you wish to have an informal discussion about this role, please contact Suzanne Jones on


Please note that we are receiving high levels of applications and we may close this advert before the advertised closing date.

If you feel this is the role for you please email your CV and supporting statement detailing how you meet the criteria above by clicking on the ‘Apply for this Position’ icon within this page. Alternatively, please email us at or contact the recruitment team on 01285 623079/70

Your application will not be considered if you have not provided a supporting statement, in addition to your CV.

Please note that if you do not hear from us within two weeks of the closing date shown on the advert, unfortunately your application has not been successful on this occasion.

Accredited of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies - Please state this within your covering statement or in a separate email.

Safer recruitment practices are applied to all job vacancies. Successful candidates will be required to complete a pre-employment medical questionnaire; provide references;  proof of identity; nationality and immigration status; three years’ employment or education history (if applicable) and, in some cases, verification of criminal record.

Do you consider that you have a disability?

Publica has signed up to 'Disability Confident' commit to encourage applications by offering an interview to those who declare they have a disability, if the person meets the minimum criteria for the job as defined on the person specification.

Please indicate on your covering letter if this applies to you.

Download Job Description and Person Specification

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