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 OpportunityWe 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 DoingDual-Track Journey and 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 ..... full job details .....