Lead Service Designer

Job overview

Do you have experience of user-centred design and using user research and insight to shape the way people interact with services?

We’re looking for an enthusiastic and talented Lead Service Designer to join our User-Centred Design team to support digital products and services in the Primary, Community and Mental Health directorate.

As a Lead Service Designer who is user-centred, you will specialise in design the end-to-end journey of services, helping users complete their goal. Your work will involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by the organisation.

Putting users’ needs at the heart of your work, you will work to make people’s interactions with our products and services as simple as possible

Main duties of the job

As a Lead Service Designer, you will be responsible for:

• The development of design concepts, collaborating with product owners to define a direction for services, and share it in a way others can understand.
• Looking at the whole journey a user takes when using a service and making sure every part of that journey is designed to work smoothly.
• Collaborating with user researchers to ensure the needs of users, and organisational objectives are met.
• Using research evidence, design knowledge and negotiation with stakeholders to improve health outcomes for the public and healthcare professionals.
• Working with multi-disciplinary teams so they understand the role and purpose of service design, user-centred design, and how these help to meet the organisational goals
• Ensuring our products and services are inclusive, accessible, and equitable
• Working as a key member of a multidisciplinary team, as well as becoming part of an active and supportive design community of practice, collaborating across the organisation, to ensure new and existing services are user centred.

Working for our organisation

Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.

Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.

Join our game changing, life-saving team and start making a real difference to health and care services in Wales.

Detailed job description and main responsibilities

You will:

• drive the design of complex, user-centred services both in teams and across the organisation, setting the vision and ensuring iterative processes lead to successful outcomes
• lead the integration of comprehensive data-driven insights into all aspects of service design, making informed decisions that align with user needs and strategic goals
• champion and facilitate collaboration across diverse multidisciplinary teams, fostering a culture of co-design and shared ownership of the design process
• be an advocate for design within the organisation, clearly communicating the value of design to senior leaders and stakeholders at all levels, and influencing strategic direction in your business area
• develop and implement design strategies that not only align with but also anticipate future needs, positioning the service for long-term success
• lead on the creation of accessible and inclusive services, ensuring compliance with legal requirements and digital service standards
• advocate for the needs of all users, particularly those from marginalised or underrepresented groups

Person specification

Qualifications and/or Knowledge

Essential criteria

• Educated to Master’s level or equivalent qualification / experience
• Evidence of continuous professional development

Experience

Essential criteria

• Experience applying highly developed specialised knowledge, supported by pertinent theoretical knowledge and applicable practical experience, across a range of work methods and practices.
• Proven experience in the analysis and design development of digital systems.
• Experience of leading the delivery of complex service and product design projects
• Experience of delivering quality design work

Skills and Attributes

Essential criteria

• Ability to learn and assess new technologies quickly, understanding their wider implications and where appropriate implementing them
• The ability to synthesise research into concrete recommendations and communicate them to business audiences
• You are curious, creative and resourceful and have good problem-solving skills

Desirable criteria

• Welsh Language Skills are desirable levels 1 in understanding, speaking, reading, and writing in Welsh