Service Designer

Main duties of the job

As a service designer, you will work as part of a multidisciplinary team to design services for donors, families, the patients we service, and our people, who deliver and operate services at NHSBT. This will include services and products across both digital and offline channels provided by NHSBT.  You’ll collaborate with colleagues in clinical, operational and technical roles. Your responsibilities will include:

• Ensuring services align with NHSBT strategic direction, design principles and user needs.
• Leading the creation and iteration of design artefacts and prototypes with key service users and stakeholders.
• Developing service proposition(s) and service maps to align the delivery team
• Championing the use and value of human centred design tools and techniques throughout the organisation (including but not limited to user research, service mapping, ideation, co-design, prototyping and storyboarding)
• Designing, leading, and facilitating co-design workshops with wide range of stakeholders including end users, for example, potential donors and current donor families, patients, and colleagues

You will be required to travel and spend time away from base, which may involve working irregular hours and overnight stays when required, with prior notice

Job Summary

NHSBT helps people to do something extraordinary – donate blood, organs, tissues, or stem cells to save someone in need.

As a service designer at NHSBT, you directly impact how we understand and design for the needs of our donors, families, the patients we serve, and our people, who deliver and operate services. This is critical to our mission to save and improve lives.

You’ll be joining a growing human-centred design practice and culture at NHBST, working with the Sustainability and Certainty in Organ Retrieval (SCORE) Programme. In this role you will be responsible for realigning end-to-end services across the organ donation and transplantation pathways, providing a sustainable foundation for the future and helping realise a revolution of the service through new clinical technologies to improve organ utilisation. You will be playing a key role in supporting patients in need of life saving transplants.

On this journey, you’ll have the opportunity to shape how we achieve our vision and demonstrate the value of research and evidence driven decision-making in delivery and operational teams. We’re currently working with partners and other organisations in the NHS ecosystem to collaborate and share knowledge through design and research communities of practice.

Note: Nationwide/remote. You may be required to travel for in-person for research commitments or team days. 

Additionally, this role welcomes internal secondment within NHSBT, adhering to our secondment policy. We’re also open to secondments from within the NHS.

Main duties of the job

You will be required to travel and spend time away from base, which may involve working irregular hours and overnight stays when required, with prior notice

About You

Qualifications and Training

• Masters degree or equivalent relevant experience
• Demonstrate commitment to own Continued Professional Development (CPD)

Experience and Knowledge 

• Experience of applying service design methodologies
• Extensive further experience gained through ‘on the job’ training in ‘user-centred-design’ disciplines
• Knowledge and experience of Microsoft Office products, particularly Microsoft Word, Excel and PowerPoint.
• Strong understanding of how digital economy is changing user behaviour and public sector landscape
• Apply technical knowledge and experience to create or design workable prototypes, both programs and physical outputs. Understand parameters, restrictions and synergies.
• Understand users and can identify who they are and what their needs are, based on evidence. Translate user stories and propose design approaches or services to meet these needs.