Service Design & Improvement Specialist Vacancy

Location: Flexible / Hybrid (Edinburgh, Glasgow or Wishaw with home working) 

Hours: Permanent, fulltime (35 hours per week) 

Salary: Competitive - salary will be commensurate with experience. We welcome applications from candidates with a wide range of backgrounds and experience. 

 

About Trust 

Trust is an innovative and forward looking, national housing, care and support provider, supporting over 4,000 households across the length and breadth of the country. 

We’re proud to be a Platinum Investors in People employer, known for our inclusive culture, strong values and commitment to learning, improvement and innovation. 

 

The Opportunity 

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. 

 

What You’ll Do 

Depending on your experience, you may be involved in leading or contributing as part of a team that will: 

 

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 

 

What You’ll Bring 

We’re interested in your capability and potential rather than a fixed set of qualifications. You may bring strengths in some, but not necessarily all, of the following: 

• 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. 

 

Why Join Trust? 

At Trust, you’ll find a supportive, inclusive environment where people are encouraged to learn, experiment and make a positive difference. 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 

 

How to Apply 

To apply, please submit your CV outlining your experience and interest in the role to jobs@trustha.org.uk 

If you would like to discuss any aspect of this role please contact Darren Lewis, Head of Service Design & Improvement at Darrenl@trustha.org.uk or 0131 444 4983. 

We can only accept candidates residing in the UK who already have the right to work documents. All applicants must already hold the legal right to work in the UK and if successful will need to provide evidence. Unfortunately, we are unable to offer sponsorships for international applicants, or candidates currently working in the UK on a sponsored visa as we are unable to assist with renewal upon expiry. 

No agencies please 

We are an equal opportunities employer and welcome applications from all sections of the community. Trust Housing Association is a registered Scottish Charity (SC009086).