Senior Service Designer

Job overview

Help shape the future of weight management services in Wales.

We’re looking for a Senior Service Designer to join a national transformation programme supporting the delivery of Healthy Weight: Healthy Wales and MyPath Cymru. You’ll work as part of a multidisciplinary team alongside user researchers, content designers, interaction designers, clinicians, digital specialists and programme colleagues to design and improve services that are accessible, inclusive and centred on people’s needs.

This is an opportunity to influence how weight management services are designed and delivered across Wales. You’ll use evidence, insight and collaboration to understand complex challenges, identify opportunities for improvement and help create services that work better for the people who use them and the teams who deliver them.

Main duties of the job

• Lead service design activities across complex programmes and service journeys, ensuring solutions are grounded in user needs and organisational outcomes.

• Work closely with user researchers and other disciplines to understand people’s experiences, identify opportunities and shape service improvements.

• Map and improve end-to-end journeys across digital, community and clinical services.

• Use service maps, workshops, prototypes and other design approaches to explore, test and communicate ideas.

• Facilitate collaboration across multidisciplinary teams and diverse stakeholder groups.

• Champion accessibility, inclusion and assisted digital approaches, ensuring services work for a wide range of people and circumstances.

• Help teams understand user needs, organisational priorities and service constraints, supporting informed decision-making.

• Contribute to the development of service design capability, standards and good practice across the programme.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Working for our organisation

We are Public Health Wales – the national public health organisation in Wales. Our purpose is ‘Working together for a healthier Wales’. We exist to help everyone in Wales live longer, healthier, happier lives. Together with our partners, we work to increase healthy life expectancy, improve health and well-being, and reduce inequalities for everyone in Wales, now and for future generations.

Our teams work to prevent disease, protect health, and provide leadership, specialist services and public health expertise. We are the leading source of public health information, research and innovation in Wales.  In a world facing complex health challenges, our work has never been so important.

We are guided by our Values, ‘Working together, with trust and respect, to make a difference’. We are committed to building an inclusive workplace that values equality and diversity.  We welcome applications which represent the rich diversity of the communities we serve and are supportive of flexible working arrangements, including part time roles and job sharing.

To find out more about working for us and the benefits we offer please visit https://phw.nhs.wales/careers/

For guidance on the application process, please visit https://phw.nhs.wales/working-for-us/applicant-information-and-guidance/

Detailed job description and main responsibilities

As a Senior Service Designer, you will be responsible for designing and improving complex services within a large-scale transformation programme. You’ll bring together user research, operational insight, policy considerations and delivery requirements to help create services that are effective, sustainable and centred on the needs of the people who use them.

The role involves planning and delivering service design activities, supporting strategic decision-making and helping multidisciplinary teams understand the wider service landscape. You’ll work closely with researchers, designers, developers, clinicians and stakeholders throughout discovery, design and delivery.

You will:

• Design and improve end-to-end services that meet user needs and support programme objectives.

• Use service design methods to understand current experiences, identify pain points and uncover opportunities for improvement.

• Create and use service maps, journey maps, blueprints, prototypes and other design outputs to support collaboration and decision-making.

• Translate complex and sometimes conflicting information into clear and actionable service improvements.

• Work collaboratively with user researchers to understand user needs and ensure services are shaped by evidence and insight.

• Facilitate workshops, discussions and co-design activities with stakeholders and service teams.

• Identify opportunities to improve policies, processes and ways of working through service design.

• Support agile delivery by helping teams test ideas, learn quickly and continuously improve services.

• Communicate service design decisions clearly and build shared understanding across teams and stakeholders.

• Champion user-centred design and contribute to a culture of collaboration, learning and continuous improvement.

• Support and mentor colleagues, sharing knowledge and helping grow service design capability across teams.

This role offers the opportunity to influence how weight management services evolve across Wales, helping to ensure services and digital products are accessible, joined-up and shaped around the needs of the people who use them.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac

Person specification

Qualifications

Essential criteria

• Educated to post-graduate level (or equivalent qualification / experience in an associated professional field)
• Practical experience, working at this level, across the range of work procedures and practices.
• Evidence of continuous professional development.

Desirable criteria

• FEDIP Practitioner, or equivalent recognised Intermediate Professional qualification.
• Theoretical and specialist knowledge gained with the following certifications (or equivalent): o CUA – Certified Usability Analyst.

Knowledge and Experience

Essential criteria

• Experience of working in a similar role as a confident and competent designer, developing designs based on evidence of user needs and organisational outcomes.
• Experience of interpreting evidence-based research and incorporating this into your work.
• Experience of meeting performance targets and coaching and mentoring others to improve performance.
• Familiar with graphical human/computer interfaces that facilitate effective communication between human operator and computer.
• Aware of applying relevant standards, practices, codes, and assessment and certification programmes to the specific organisation or business domain.
• Familiar with iterative methods and techniques to allocate and optimise the division of functions between the human, machine and organisational elements of IT systems, and the functions themselves in terms of ergonomic impact.
• Familiar with systematic and iterative design of the physical and cognitive interfaces, to create an effective user experience in a software system, product or service, with attention paid to variety of locations and access devices employed by users.
• Knowledge and understanding of the brand image and personality of the organisation’s products and/or services and the overall culture and personality of the work environment.

Skills and Attributes

Essential criteria

• Teamwork skills in working collaboratively with others to achieve a common goal.
• Written and Verbal Expression Skills to communicate effectively, both verbally and in writing, such as reports and via emails.
• Creativity skills in taking innovative approaches to problem solving and/or devising inventive and creative solutions.
• Attention to detail skills to ensure accuracy and high-quality standards in given tasks, to ensure deliverables are accurate and complete.
• Interacting with people skills in establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures.
• Adaptability Skills to adapt style and approach and to meet the needs of different audiences.

Other

Essential criteria

• Commitment to supporting the organisation’s mission to encourage and embrace diversity and inclusion across the NHS.
• A flexible approach to work in a hybrid working environment.
• Travel throughout Wales between sites, as required by the job.
• Standard keyboard skills

Desirable criteria

• Welsh language skills are desirable levels 1 or above in understanding, speaking, reading and writing in Welsh
• Knowledge of NHS Wales or the Health sector