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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