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Service Designer

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NHS Business Services Authority

Feb 25

  • Job
    Full-time
    Senior Level
  • Design
    Product
  • Newcastle

AI generated summary

  • You must work in Agile, communicate clearly with stakeholders, collaborate effectively, adapt to tech changes, design with evidence, navigate constraints, lead best practices, prototype in code, think strategically, and focus on users.
  • You will design user-centered services, collaborate with stakeholders, prototype and iterate solutions, ensure alignment with strategic goals, and adapt to technology changes in an agile environment.

Requirements

  • Working in an Agile way - you work in an agile way and have an awareness of agile tools and how to use them.
  • Communicating with others - you listen to the needs of technical and business stakeholders and interpret them clearly for both technical and non-technical audiences.
  • 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.
  • Digital perspective - you are responsive to changes in technology that may impact designs, adapting your approach accordingly.
  • Evidence - and context-based design - you absorb large amounts of conflicting information and use it to produce simple designs to meet user needs.
  • 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.
  • Leadership and guidance - you contribute to best-practice guidelines around user-centred design and agile ways of working.
  • Prototyping in code - you have knowledge of HTML, CSS, and JavaScript prototypes, as well as Government and other design systems.
  • Prototyping - you approach prototyping as a team activity, actively soliciting prototypes and testing with others for feedback.
  • 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.
  • User focus - you collaborate with user researchers and represent users internally.

Responsibilities

  • In this role, you are accountable for:
  • 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.
  • 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.
  • 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.
  • 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.
  • Evidence - and context-based design - you absorb large amounts of conflicting information and use it to produce simple designs to meet user needs.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

FAQs

What is the primary responsibility of a Service Designer in this role?

The primary responsibility is to work in an Agile way, facilitating design processes and ensuring user needs are met while maintaining effective communication with technical and business stakeholders.

What tools and methodologies will I be expected to use in this position?

You will be expected to use Agile tools and methodologies, leveraging user-centred design principles, and collaborating with multidisciplinary teams to deliver effective designs.

How important is collaboration in the Service Designer role?

Collaboration is crucial, as you will actively network with others, facilitate discussions, and work closely with both internal teams and external stakeholders to gather feedback and refine designs.

What level of technical knowledge is required for this position?

A working knowledge of HTML, CSS, and JavaScript is required, along with familiarity with Government design systems and awareness of accessibility needs across different screen sizes.

Will I be involved in prototyping?

Yes, prototyping is a key aspect of this role, and you will be expected to approach it as a team activity, soliciting feedback and iterating on designs collaboratively.

How does the Service Designer address user needs while balancing organizational goals?

By understanding the difference between user needs and organizational strategy, the Service Designer applies strategic thinking to ensure service design aligns with business objectives and effectively meets user needs.

What types of stakeholders will I be interacting with?

You will interact with a variety of stakeholders, including technical and business representatives, senior stakeholders, and user researchers, requiring strong communication and relationship-building skills.

How does the role contribute to best practices in design and Agile methodologies?

The Service Designer contributes to best practice guidelines around user-centred design and agile working, providing leadership and guidance on maintaining design standards and effectively incorporating feedback.

Is it expected to work under certain constraints?

Yes, you will need to identify and work within constraints such as policy and legislation, while also balancing user needs and expectations in your design decisions.

What is the approach to decision-making in this role?

Decision-making involves assessing user needs in the context of government services, prioritizing constraints, and adapting strategies based on the scenario while ensuring design standards are upheld.

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NHS Business Services Authority

We deliver business service excellence to the NHS to help people live longer, healthier lives.

Science & Healthcare
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

NHS Business Services Authority (NHSBSA) provides a range of support services to the NHS in England, including administrative and operational functions such as processing prescriptions and managing NHS pensions. Their mission is to deliver high-quality, efficient, and effective services that support the NHS in delivering excellent patient care. Their purpose is to streamline NHS operations, improve service delivery, and ensure the effective management of resources and systems within the healthcare sector.

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