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
