Service Designer

The Service Designer is responsible for the design of the end-to-end journey of a service. The successful candidate will have a key responsibility in shaping the service design team, supporting the User Research Manager in embedding service design within NHS 24’s approach to new services and service improvement.

You will undertake work for the development or update to a service, which may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by NHS 24 and service stakeholders. The post holder will be expected to build upon existing user-centred design work and establish service design practices and capabilities in new and existing teams.

Key Responsibilities

• Support the design and implementation of services and strategies, to ensure business requirements and user needs are being met, initially within the context of digital services.
• Work on the creation of a service pattern library for use across NHS 24. Service patterns provide the building blocks for services so they can be reused across different services.
• Influencing senior stakeholders, communication of complex ideas and managing conflicting views to reach the right way forward. They will do this applying tools and experience to work through conflicts and shape solutions.
• Provide specialist support and advice to colleagues on how to apply design methods and thinking to wider NHS 24 work. This will involve training, coaching and mentoring of Service Designers and others across the organisation.

• Understand strategy and objectives within NHS 24 and the wider environment so that able to align design activities with objectives to create strategic insights that inform policy and proposition.

Successful Applicant will:

• Have a graduate level degree or professional certification or equivalent experience in a service design or related design discipline.
• Be experienced in designing and delivering a wide range of service design activities including negotiating design briefs and leading & delivering service outcomes based on user, staff and business needs.
• Demonstrate knowledge and experience of using a range of appropriate communications and participative methodologies including visual communication and co-design.