Senior Service Designer

We are currently looking for a Senior Service Designer to join our Digital and Service Design Function within the Digital and Technology group. 

This is a full-time opportunity, on a fixed term contract basis until 30 November 2026. The role will be based in 7-8 Wellington Place, Leeds.    

Government departments and agencies are working towards implementing a minimum 60% attendance in office sites. 

We are currently implementing a flexible, hybrid way of working, with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 12 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly. Please discuss this with the recruiting manager before accepting an appointment.   

A Digital Allowance of up to £20,371 per annum may be available for exceptional candidates based on our assessment of your skills and experience. This allowance is non-pensionable and may change on an annual basis. 

Who are we?  

The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.   

The Digital and Technology Group (DTG) lies at the heart of the Agency and is responsible for delivering an optimised IT infrastructure and maximising the secure use of data to enable our scientists, inspectors, and the rest of the organisation to deliver world-class services which can improve outcomes for patients and the general public. Its centre of excellence is also responsible for delivering a broad portfolio of change initiatives, both to transform the Agency’s legacy technologies and to deliver innovative new solutions. The Group was essential in the race to approve COVID-19 vaccines in 2020 and in supporting the UK to set up its own medicines and devices approvals systems following our exit from the EU.   

Within Digital and Technology Group, the Digital and Service Design Group (D&SDG) provides several services through its practice-based model including user-research, design, business analysis, change management and product management. D&SDG owns the customer experience for the division and is currently building its in-house capabilities around Digital Product Management and User Centred Design.   

What’s the role?  

We’re looking for an experienced Senior Service Designer to help grow and shape our User-centred Design practice at the MHRA. You will coordinate customers, colleagues and stakeholders, work hands-on with research and data to deliver insights; and create artefacts that help the Agency deliver great services and business benefits. You will be experienced in leading user-centred design activities, mentoring others, and providing strategic guidance.   

Key responsibilities:  

• Lead the design of services on large or complex programmes and support the wider organisational objectives and strategic priorities. You are able to think holistically about the big picture whilst also comfortable working on the detail. 

• Guide, support, and lead other designers within the core UCD team, including line management responsibility for another service designer. Provide expert insight into how to select the correct methods, assess the best options for the agency and how to prioritise tasks against the agency needs. 

• Design in a user-centred way, understand the MHRA’s internal and external customers, what their needs are and take these into account when designing digital services. You will have experience of advocating for people and user needs in all aspects of design work. 

• Design and develop key service design artefacts such as service blueprints and customer journeys.  

• Use evidence from research and data to inform design and management decisions, working closely with user researchers to interpret findings and select the most appropriate methods. 

Who are we looking for?  

Our successful candidate will have:  

• Degree level qualification or equivalent professional experience in service design.   

• Strong experience working within a User-centred Design approach.   

• Good experience of working within an agile delivery framework and GDS Service Standard.  

• Experience of advocating for people and user needs in all aspects of design work, using user research and data to identify problems, inform design decisions, and influence stakeholders.  

• Experience of explaining design ideas and concepts in a way that others can understand, including visualising, sketching and prototyping.   

• Experience of coaching, mentoring or supporting the development of other designers.  

Person Specification:  

Method of assessment:  A=Application, I=Interview, P=Presentation   

Behaviour Criteria: 

• Managing a Quality Service (I, P) 

• Seeing the Big Picture (I, P) 

• Communicating and Influencing (I, P) 

• Delivering at Pace (I, P) 

Experience Criteria: 

• Experience of advocating for people and user needs in all aspects of design work, using user research and data to identify problems, inform design decisions, and influence stakeholders (A, I, P) 

• Experience of engaging with stakeholders and colleagues from a range of disciplines in a variety of ways, as well as the ability to work autonomously away from their team (A, I, P) 

• Experience of making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas (A, I, P) 

• Experience developing and improving services in complex or regulated environments, with public sector experience desirable but not essential (A, I, P) 

• Experience of explaining design ideas and concepts in a way that others can understand, including visualising, sketching and prototyping (I, P) 

• Experience of coaching, mentoring or supporting the development of other designers (I, P) 

Technical Criteria: 

• Degree level qualification or equivalent professional experience in service design (A, I) 

• Strong experience working within a User-centred Design approach (I) 

• Good experience of working within an agile delivery framework and GDS Service Standard (I) 

Strengths Criteria 

• Motivator (I) 

• Challenger (I) 

• Influencer (I)