Service Designer

Job responsibilities

In this role, you are accountable for:

1. Working in an Agile way – you work in an agile way and have an awareness of agile tools and how to use them. You advise colleagues on how and why agile methods are used and provide a clear, open, and transparent framework in which teams can deliver. You adapt and reflect and are resilient to challenges. You see outside of the design process.
2. Communicating with others – you listen to the needs of technical and business stakeholders and interpret them clearly for both technical and non-technical audiences. You build positive relationships within the team and with stakeholders and influence expectations. You are flexible and communicate both proactively and reactively. You facilitate difficult discussions within a multidisciplinary team, with diverse senior stakeholders and potentially difficult dynamics where the audience may not be familiar with user-centred design.
3. Community collaboration – you work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks – both internally and across other government agencies. You use your initiative to identify problems or issues in the team dynamic and rectify them. You proactively pull out issues about design and research through agile health checks to provoke the best responses.
4. Digital perspective – you are responsive to changes in technology that may impact designs, adapting your approach accordingly. You make decisions to meet user needs in the government context. You understand the importance of assisted digital, design, and making decisions to meet users’ needs and organisational outcomes.
5. Evidence – and context-based design – you absorb large amounts of conflicting information and use it to produce simple designs to meet user needs.
6. Experience of working within constraints you identify, communicate, and work within constraints, such as policy or legislation, recognising options that will help balance user need and expectation. You help prioritise and challenge constraints and adapt your approach depending on the scenario. You ensure design standards are being met.
7. Leadership and guidance – you contribute to best-practice guidelines around user-centred design and agile ways of working. You understand the sustainability and consequences of your design decisions and make design decisions characterised by managed levels of risk and complexity. You resolve technical design disputes between wider peers and indirect stakeholders, considering all views and opinions. You understand the importance of team dynamics and collaboration for good user-centred design, and can receive and deliver feedback appropriately.
8. Prototyping in code – you have knowledge of HTML, CSS, and JavaScript prototypes, as well as Government and other design systems. You understand coding for different screen sizes and accessibility needs.
9. Prototyping – you approach prototyping as a team activity, actively soliciting prototypes and testing with others for feedback. You establish the best designs that work across all touchpoints and channels including offline, conveying service blueprints and service mapping to your colleagues and stakeholders. You are able to balance strategy and user need and approach service design strategy from end to end.
10. Strategic thinking – You recognise and define the design and implementation of strategy, provide guidance for the evaluation of strategies and policies to ensure business requirements are being met and exceeded where possible. You work within a strategic context and communicate to your team how activities will help meet strategic goals. You understand the development of strategy and policies within a design context at the NHS Business Services Authority, and keep abreast of wider best practice across government. You advocate for user-centred design.
11. User focus – you collaborate with user researchers and represent users internally. You understand the difference between user needs, the desires of the user and balance these with organisational strategy. You give direction on which tools or methods to use. You demonstrate experience in meeting the needs of users across a variety of channels. You bring insight and expertise in how user needs have changed over time to ensure they are met by the business. You apply strategic thinking to provide the best service for the end user whilst aligning to organisational goals.