Service Design Lead LBHF621358

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

Salary range: £52,674 - £55,710 per annum
Work location: 145 King Street, Hammersmith, W6 9JT
Hours per week: 36
Contract type: Permanent
Closing date: 11 July 2025
Contact details for an informal discussion: Mia Peters, REAP Project Manager via

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Finance & Governance department, our ambition is to be 'ruthlessly financially efficient' in everything that we do, to ensure that our residents andservices are receiving the best value for money whilst challenging old-fashioned thinking, unfairness and removing waste where possible.

As a Service Design Lead you'll design end-to-end user journeys on the council's digital platforms, including the main website, ancillary sites, eforms, digital customer portal, and associated online applications, so that they meet the user needs and are efficient and cost-effective to deliver. As a member of the council's resident experience and access programme (REAP) team, you will contribute to the achievement of the Council's vision for residents, and it's priorities by undertaking user centred service design and user research to effectively engage with all stakeholders.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you're looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

How we act defines who we are. At the heart of our organisation is a common approach to defining 'who we are'. We are looking for people whocan build this into everything they do.

We are fair
We treat everyone withcompassion, dignity andfairness. We value theviews and opinion of others, and promote benefits andopportunities for all.

We are caring
We care about our borough anddoing things well. We focus on standards and continuousimprovement; learning fromour mistakes and celebratingsuccess.

We are collaborators
We work together for a bettersociety. We work with ourresidents, businesses, schools,third sector and others forbetter outcomes for everyone.

We are driven
We will only settle for the verybest. We seek to continuallyimprove and put our residents,customers and businesses atthe heart of everything we do.

At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working Click HERE to find out more.

We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.

It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

To explore more about the work we do towards being an inclusive employer and our commitments to achieve this please click HERE .

Asking for Adjustments

We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process.

If you would like to discuss any adjustments or request the application form in a different format, please contact us at or by post to The Town Hall, King Street, Hammersmith W6 9JU

Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.