Senior Service Designer

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

This is a full-time opportunity, on a permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU. Please be aware that this role can only be worked in the UK and not overseas. We are currently implementing a flexible, hybrid way of working, with a minimum of 4 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 8 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. Remote working is potentially available for some specific roles. Please discuss this with the recruiting manager before accepting an appointment. 

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 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 the rest of the organisation to deliver world class services. 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, designed around our customers’ needs.

Within Digital and Technology Group, the Digital and Service Design Group (D&SDG) provides a number of services through its practice-based model including user-research, service 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 service designer to contribute to the building of a new UCD practice at the Agency. You will be comfortable co-ordinating customers, colleagues, and stakeholders; getting hands on with research and data to deliver insights; and creating artefacts that will help the Agency understand how to deliver great services and business benefits.

This person will help to set the direction and embed good service design practice within our teams. Specifically, this role will involve working with senior product owners and programme directors to develop design concepts and leading service design activities across multiple or highly complex services.

Key responsibilities:

• Design in a user-centred way, understanding the MHRA’s internal and external customers, what their needs are and take these into account when designing services. You will have experience of advocating for people and user needs in all aspects of design work.
• Lead the design of services in one or more teams 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.
• Designing and developing key service design artefacts such as service blueprints and customer journeys.
• Use evidence from research and data to inform design and management decisions. Experienced in using a range of research methods and able to select the most appropriate methods based on the brief.

Who are we looking for?

Our successful candidate will:

• Significant experience in service design.
• Good experience of working within an agile delivery framework.
• Good experience in developing and improving services ideally in the public sector.