Lead Service Designer

We’re growing and are looking for a Lead Service Designer to join our Product Development Directorate. It designs and maintains critical services and products, such as the NHS website, NHS App, Digital Urgent & Emergency Care, and screening programmes.

As a Lead Service Designer for the NHS Pathways Clinical Decision Support System, you will lead the design of a suite of products used in Urgent and Emergency care settings. Pathways is used over the telephone to support non-clinical call handlers to assess callers’ symptoms and direct them to the most appropriate level of care for the needs of the patient at the time of the call.  It is used by all NHS 111 telephone service providers in England, and approximately half of 999 service providers.  NHS Pathways content also ‘powers’ 111 online and has a version of content used in an Emergency Department. It currently supports the remote assessment of 18 million symptom assessments per year. It is also used by clinicians to support their assessments.  It’s truly an exciting time to join Pathways as it grows in size, scale and complexity.

You will bring an inclusive, user-centred approach to the delivery of these critical services. You will be welcomed into an active and supportive design community and collaborate across professions and organisations, to ensure new and existing services provide outstanding experiences. You will have the opportunity to analyse and rethink the delivery of health and care services and improve delivery at national scale.

As a Lead Service Designer you will be responsible for:

• Service design leadership, collaborating with product management to define a vision for services, and share it in a way others can understand

• Ensuring the needs of users, and organisational objectives are met

• Using research evidence, design knowledge, and negotiation with senior stakeholders to achieve good health outcomes for the public

• Communicating with design teams so they understand organisational goals

• Advocating for and implementing inclusive working practices

• Developing a supportive design culture, which might involve organising professional conferences, informal local design meetings and workshops, and online discussions

Some of the key skills and experience you’ll bring:

• Able to demonstrate experience and skills in user-centred service design, and a broad knowledge of:
  • Interaction Design/ User Experience Design – Experienced in designing user interfaces. Able to demonstrate skills in interaction design and fulfilling user needs. Able to demonstrate your process in designing and building new digital services
  • Graphic design – Able to demonstrate understanding of typography for the web, narrative, progressive disclosure, hierarchy, colour and legibility. Can demonstrate design research, Cross-over in print and media. Aware of context and when best to use imagery and iconography.

• Experience of using user research when designing user-centred services. Working in collaboration of user researchers, planning and analysing research for service design

• Experience in developing a vision for services in collaboration with product managers and creating a service design strategy on how to get there for other designers to follow

• Experience in leading user-centred service design, in agile, multidisciplinary teams with a focus on accessibility and inclusive design

• Proven experience of sharing future vision and strategy making it tangible and real and promoting it to others internally and externally. Able to flex your focus between the ‘big picture’ and the detail

• Experience of Leading and Managing Interaction Designers, Service Designers, Content Designers and User Researchers

• Able to create a vision of what the programme will achieve, creating the best environment to produce results and drive continuous improvement

We have opportunities for Lead Service Designers in Leeds and London and are running duplicate adverts across these locations.  You only need to apply to a single advert to be considered for all Lead Service Designer roles at either of these locations.