Service Designer

We have exciting opportunities for experienced interaction design professionals to join us and work across several product areas as Service Designers.

Service Designers are a key part of our user-centred design (UCD) family of roles, alongside interaction designers, user researchers, and content designers.

The work we do has a direct impact on millions of patients’ lives, helping them access the essential services they need and supports them to get appropriate care as quickly as possible. We also have a direct impact on health professionals across the NHS by providing them with essential tools and services to reduce the burden and enabling them to spend more time treating people.

Our products and services are used by all communities across England, covering diverse and contrasting needs based on age, cultural and socio-economic background, ability, gender, and sexuality. It is important to us that we represent all communities in our working teams, therefore we greatly encourage people with experience of different backgrounds to apply.

We have several Service Designer roles across our product areas. The final decision on which area you would be joining will be discussed and agreed later.

Our product areas with service designer roles include:

Technology and information standards – Are enablers of joined up, person-centred care, underpinning data sharing so that the right information is available at the right time for those who need it. They support integrated care systems (ICSs) by enabling information to flow between health and social care systems improving health outcomes for individuals and populations.

Data and Analytics – The national custodian for health and care data. Its User Centred Design team plays a crucial role, supporting a wide variety of programmes and services across the entire data life course.

Digital Primary Care – delivering new capabilities to support the digital transformation of primary care and wider community pharmacy, optometry and dentistry.

Digital Citizen – delivering public-facing national digital channels and services including NHS.uk, NHS App, and NHS login.

Our Service Designers play a pivotal role within  diverse, multi-disciplinary teams. They actively engage with a supportive design community, collaborating across the organisation to ensure that new and existing services are user-centred, delivering exceptional experiences for the entire population. You will also have a direct impact on health professionals across the NHS by providing them with essential tools and services to reduce the burden and enabling them to spend more time treating people You will have the opportunity to rethink the design and delivery of health and care services at a national scale.

As a Service Designer you will be responsible for:

• Working within an agile environment, applying your service design knowledge and experience to real-world digital products and services

• Incorporating evidence-based research into your work to design user-centred services to achieve agreed outcomes
• Influencing colleagues and senior stakeholders, with clear rationale for your design decisions

• Working within multi-disciplinary teams to design and implement new service features and enable improvements to existing services

• Communicating ideas clearly and simply

• Ensuring our products and services are inclusive, accessible, and equitable and adhere to the relevant standards.

Some of the key skills and experience you’ll bring:  

• Experience in user-centred service design and fulfilling user needs

• Ability to take a user-centred approach to service design including service mapping, service blueprinting, and building a cohesive picture of multiple channels, stakeholders, and users

• Experience of ensuring digital services are designed according to the relevant user-centred design and accessibility standards, e.g. GOV.UK or NHS Service Standard, Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018, Equality Act 2010, WCAG 2.1 AA etc.
• Experience of working as a service designer supporting multidisciplinary product teams

• Ability to create prototypes for use in research, and document your thinking and findings for colleagues and stakeholders

We have opportunities for Service Designers across England. Our main office locations are Leeds, London and Exeter but we will consider other locations wherever possible. 

We are running multiple adverts to cover different locations and you need only apply to this advert to be considered for any/all locations.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.