We’re recruiting for a Senior Service Designer who has a passion for design and a proven track record of success.You will join our exciting and supportive user centred design community to work collaboratively within multidisciplinary agile teams, alongside user researchers, developers, service designers, product owners and others.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts
Main duties of the job
You will design the end-to-end journey of a service. Your work will enable a user to complete their goal and government deliver a policy intent. Your work will involve the creation of, or change to, transactions, products and content across both digital and offline channels.
As a Senior Service Designer, you will be an experienced designer who works with minimal support and can coach and mentor designers, researchers and stakeholders. At this level, you:
- will work with managers and leaders to develop design concepts
- will have responsibility across complex services
- will set direction and embed good practice within teams
- make important decisions based on research and understand how this research impacts others
We’re working in a hybrid way, spending time both home and office working. This position can be based from either of our offices in Greater Manchester or Newcastle upon Tyne.
We want to support people in their chosen careers and welcome applications from previously unsuccessful applicants who have waited at least six months before reapplying.
About us
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.
You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.
Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
As a Senior Service Designer, you will support the wider design team, which includes (Interaction (UI), User experience (UX), you will have a working knowledge of practicing user centred design within the government, and will be responsible for managing and supporting a range of activities required in the BSAs journey to become a multi-sourcing digital business. The ICT teams are modernising and transforming the business in line with this journey, putting the user at the heart of everything we do and this includes the delivery of business solutions using agile methods in a continuous delivery environment.
You will be an active member of the digital department based in Stella House, Newcastle with occasional travel to other locations.
In this role, you are accountable for:
1. Analyse failure within services and identify root causes for that failure
2. Identify opportunities for cost reduction and improvement within an existing service
3. Understand user needs and identify where separate interactions with government should act as one service that meet that need
4. Arrange these separate interactions into rational user journeys within that service
5. Look for commonalities in activities across services where products could be made
6. Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the new service – both digital and process based
7. Create and rapidly iterate service prototypes
8. Identify ad design new service patterns and standards
9. Understanding of user centred design within agile development
10. Be able to sketch and prototype on paper and in HTML
11. Be able to work quickly in an agile environment
12. Be able to explain ideas in a way that other people understand
13. Welcome the constructive criticism of their work and be able to constructively review the work of others
14. Know how to interpret user research
15. Understand how form and function work together
16. Know how to remove complexity from services
17. Be able to write for user interfaces
18. Explain design decisions and be able to represent a service at a service assessment
19. Assess a service and give constructive feedback
20. Put forward the case for design with a product manager
21. Collaborate on designs with a developer
22. Engage the whole multidisciplinary team with the design process
23. Lead a workshop2
4. Work at pace
25. Conduct design reviews with the service delivery teams to ensure that outputs meet the required NHSBSA standards and fall in line with the approved standards and patterns
26. Conducting meaningful appraisals and 1-1s, identifying and meeting development needs, implementing, monitoring, evaluating and reporting on the impact and success of implemented training plans
27. Receive and act upon and where possible resolve a range of escalations including staffing, disciplinary procedures, resourcing business and technical, to secure satisfactory outcomes. Where unable to resolve, providing sufficient detail, escalate to the appropriate levels within the organisations, within agreed policies, procedures and processes to ensure appropriate resolution.
28. Undertake recruitment and selection in line with organisational processes, and participate in the implementation and delivery of
initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business landscape.
29. Provide feedback to support and encourage teams and individuals to develop thinking and independently work through issues, to reach solutions based outcomes. Leading by example by seeking, providing and implementing individual feedback to improve ways of working and own performance.
30. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives.
31. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business
32. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives.
33. Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions,processes and work as required, and in conjunction with agreed procedures.
34. Maintain own knowledge and expertise at the forefront of sector knowledge. Investigate research and development to support future business needs. Develop an understanding of emerging technologies and business opportunities
Person Specification
Qualifications
Essential
- Degree or relevant experience in field
Desirable
- GDS qualification
- Agile/Scrum qualification
Experience
Essential
- Communicating ideas visually and producing engaging presentations to different audiences
- Influencing and managing in a complex matrix/multidisciplinary organisation
- Working across multiple projets
- On-going Continuous Professional Development
- Engaging and building relationships with a range of stakeholders to support delivery of user and business needs
- Identifying non- functional needs and ensure they are captured and implemented as part of a project.
- Managing interactive, design, or creative projects as a lead or as part of a UX team.
- Multi-tasking, analysing opportunities, defining successful approaches, and proactively solve problems.
- Analysing digital / web services in a fast paced environment
- Open source and cloud technologies
Desirable
- Working within a scrum team, and experience creating user stories.
- Interpreting strategy and translate emerging trends and technologies which might impact or benefit the organisation
Skills and knowledge
Essential
- Offering advice and consultation as the subject matter expert in UX and interaction design
- Combining user research and analytics to problem solve through design patterns and improve user experience
- Evaluate design proposals from external suppliers and make recommendations to senior stakeholders
- Influence business change, rationalisation and transformation
- A range of user testing methodologies
- Develop interactive prototypes for user testing
- Understanding of browsers , HTML, CSS, Javascript and other relevant digital technologies
- Thorough knowledge of user-centered design process and product development process.
- Understand and communicate to others the benefits and applicability of UI design, development and testing tools, methods and standards to non-technical and technical stakeholders
Desirable
- Knowledge of search engine optimisation, Jira, GDS manual, Google analytics , A/B testing
