This is a unique opportunity to contribute to the discovery phase of an Integrated Care Record, a major national initiative shaping the future of health and social care
The programme focuses on exploring and documenting the best approach to co-designing a shared digital care record that enables seamless access to patient and citizen information across care settings.
We are seeking an experienced Senior Service Designer to play a pivotal role in this formative stage.
Key Responsibilities
Management, Leadership & Training
Act as an expert and advocate for service design best practice.
Coach, mentor, and support teams; promote continuous learning.
Facilitate collaboration, resolve team issues, and foster a positive working environment.
Advise and coordinate staff, delivering training where required.
Planning & Design
Lead complex service design activities, introducing and embedding new ways of working.
Design services and components that meet organisational objectives and user needs.
Prioritise user stories, assess design options, and manage associated risks.
Apply Agile methods and tools effectively within multi-disciplinary teams.
Improvement & Monitoring
Document work using standard tools, methods, and prototyping techniques.
Contribute to user experience design and iterate design patterns.
Challenge existing constraints, adapt processes, and champion user research.
Ideate, test, and evaluate multiple solutions, aligning with best practice and policy.
Communications
Communicate complex and sensitive information clearly and confidently.
Manage stakeholder expectations, resolve conflicts, and maintain strong relationships.
Facilitate collaboration and represent user needs throughout the organisation.
Provide constructive feedback and champion a user-centred approach.
Digital & Information
Recommend service design and prototyping tools; adapt to new technologies.
Use prototyping techniques and basic HTML where required.
Finance & Assets
Ensure safe use of equipment and deliver value for money.
Support budgeting and financial planning activities.
Essential Skills & Experience
Significant experience as a service designer, creating designs driven by robust user insights and organisational goals.
Ability to interpret and apply evidence-based research in design decisions.
Practical experience operating at a senior level across a broad range of service design activities.
Evidence of continuous professional development.
FEDIP Practitioner (or equivalent intermediate professional qualification).
Certification such as CUA - Certified Usability Analyst, or equivalent specialist credentials.
Experience meeting performance targets and supporting others through coaching and mentoring.
Familiarity with graphical human/computer interfaces to support effective human-system communication.
Awareness of relevant industry standards, practices, codes, and assessment approaches.
Understanding of iterative design methods, ergonomics, and effective allocation of functions across human, machine, and organisational elements.
Experience designing user experiences across diverse locations, contexts, and devices.
Strong understanding of brand identity and organisational culture as it relates to service delivery.
Strong teamwork and collaboration skills.
Clear written and verbal communication skills, including producing reports and professional correspondence.
Creative and innovative problem-solving abilities.
Excellent attention to detail and commitment to high-quality outputs.
Strong interpersonal skills, with the ability to build relationships across diverse teams and communities.
Adaptability in tailoring approach and communication for different audiences
*Rates depend on experience and client requirements
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