Senior Service Designer

Job Summary

The NHS Business Service Authority’s Digital, Data and Technology Community design, develop, test, support and operate applications from our digital transformation projects to support patients, colleagues and the public. In doing so, we deliver relevant and valuable services to millions of users with various needs and abilities.

A significant digitisation programme is underway, in line with the Government Digital Strategy and the NHSBSA’s strategy, putting the user at the heart of everything we deliver.

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.

Job responsibilities

In this role, you are accountable for:1. Analyse failure within services and identify root causes for that failure2. Identify opportunities for cost reduction and improvement within an existing service3. Understand user needs and identify where separate interactions with government should act as one service that meet that need4. Arrange these separate interactions into rational user journeys within that service5. Look for commonalities in activities across services where products could be made6. Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the newservice – both digital and process based7. Create and rapidly iterate service prototypes8. Identify ad design new service patterns and standards9. Understanding of user centred design within agile development10. Be able to sketch and prototype on paper and in HTML11. Be able to work quickly in an agile environment12. Be able to explain ideas in a way that other people understand13. Welcome the constructive criticism of their work and be able to constructively review the work of others14. Know how to interpret user research15. Understand how form and function work together16. Know how to remove complexity from services17. Be able to write for user interfaces18. Explain design decisions and be able to represent a service at a service assessment19. Assess a service and give constructive feedback20. Put forward the case for design with a product manager21. Collaborate on designs with a developer22. Engage the whole multidisciplinary team with the design process23. Lead a workshop24. Work at pace25. Conduct design reviews with the service delivery teams to ensure that outputs meet the required NHSBSA standards and fall in linewith the approved standards and patterns26. Conducting meaningful appraisals and 1-1s, identifying and meeting development needs, implementing, monitoring, evaluating and reporting on the impact and success of implemented training plans27. Receive and act upon and where possible resolve a range of escalations including staffing, disciplinary procedures, resourcingbusiness and technical, to secure satisfactory outcomes. Where unable to resolve, providing sufficient detail, escalate to theappropriate 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 ofinitiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the businesslandscape.29. Provide feedback to support and encourage teams and individuals to develop thinking and independently work through issues, toreach solutions based outcomes. Leading by example by seeking, providing and implementing individual feedback to improve waysof 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 business32. 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 futurebusiness needs. Develop an understanding of emerging technologies and business opportunities

In addition to the above accountabilities, as post holder you are expected to:Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.Demonstrate NHSBSA values and core capabilities in all aspects of your work.Foster an environment where your own and colleagues safety and well-being is promoted.Contribute to a culture which values diversity and inclusion.Comply with NHSBSA policies, procedures and protocols as they apply to your role.
Working relationships
Responsible to: Service Delivery Lead and Line Manager
Key relationships and connections:

• Digital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers)
• Internal and external stakeholders
• Non-profit organisations e.g. Citizens Advice

Person Specification
Specialist Skill/Knowledge Essential

• Influence business change, rationalisation and transformation
• Offering advice and consultation as the Subject Matter Expert in UX and interaction design for key stakeholders.
• A range of user testing methodologies
• Develop interactive prototypes for user testing
• Understanding of browsers , HTML, CSS, Javascript and other relevant digital technologies
• Combining user research and analytics to problem solve though design patterns and improve user experience.
• 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
• Evaluate design proposals from external suppliers, and make recommendations to senior stakeholders

Desirable

• Search Engine Optimisation
• Jira
• Government Digital Service manual
• Google Analytics
• A/B testing

Experience Essential

• 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.
• Communicating ideas visually and producing engaging presentations to different audiences
• 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.
• Influence and manage in a complex matrix organisation
• Analysing digital / web services in a fast paced environment
• Open source and cloud technologies
• Working across multiple projects

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.

Qualifications Essential

• Degree calibre or relevant in-depth knowledge of the subject matter or equivalent qualifications and relevant experience of the subject matter

Desirable

• GDS Service Designer, Agile Scrum