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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Software Development

Service Design & Improvement Specialist

United Kingdom, Edinburgh · Job Posted May 03, 2026
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Job Description

Trust has an exciting opportunity for a Service Design & Improvement Specialist to join the team! We’re looking for a talented Service Designer to help us design and continuously improve services that make a real difference to people’s lives. This is a deliberately flexible, open level role. We’re keen to hear from people with different strengths and levels of experience – whether your background in service design and potentially business analysis. The scope and complexity of the role will be shaped around your experience, skills and development goals. Working collaboratively with customers, colleagues and partners, you’ll help Trust improve how our services work, feel and perform – always putting people first.

Job Responsibility

  • Design better services
  • Design and improve services using human centred and systems thinking approaches
  • Support service design activity from early discovery through to implementation
  • Plan and facilitate workshops, codesign sessions and design sprints
  • Carry out and support user research to understand needs, journeys, pain points and motivations
  • Turn insight into practical solutions such as customer journeys, process maps, personas, service blueprints and improvement options
  • Support ideation and the re design of customer and colleague experiences
  • Drive improvement
  • Document and improve processes and ways of working across Trust
  • Analyse qualitative and quantitative data to identify issues, opportunities and priorities
  • Work with service teams to codesign improvement plans and support delivery
  • Support the development and use of performance measures and KPIs
  • Help the organisation learn from customer feedback, complaints and insight
  • Work collaboratively
  • Partner with teams across Trust to deliver shared priorities
  • Champion a digital, data informed and evidence based approach
  • Contribute to the development of service design and improvement tools, approaches and good practice
  • Produce clear, accessible documentation, insights and recommendations

Requirements

  • Experience in service design and continuous improvement. Experience of business analysis would also be useful but not a requirement
  • Understanding of human centred design, systems thinking or improvement methodologies
  • Ability to analyse complex problems and identify practical, user focused solutions
  • Experience of mapping customer journeys, services and business processes
  • Confidence working collaboratively with a wide range of stakeholders
  • Ability to facilitate workshops or structured improvement conversations
  • Strong communication skills – written, verbal and interpersonal
  • Comfort working with data and using insight to inform decisions
  • Good digital skills and an openness to new ways of working
  • Experience in the housing, care or support sector is welcome but not essential.

Nice to have

Experience in the housing, care or support sector is welcome but not essential.

What we offer

  • Competitive salary (commensurate with experience)
  • Highly flexible and hybrid working options
  • A strong learning and development culture
  • Competitive pension with salary sacrifices and generous annual leave
  • A comprehensive benefits package including access to free counselling service and other well-being initiatives, 3x salary life insurance, employee discount scheme, cycle to work scheme etc.
  • The chance to shape services that genuinely improve people's lives
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