Senior Service Designer

Public Health Wales NHS Trust; Cardiff; On-site; GBP 50,000 - 57,000; Full time

Job summary

Public Health Wales is seeking a Senior Service Designer to shape weight management services across Wales. You will lead design across complex programmes, grounded in user needs and organisational outcomes, collaborating with researchers and multidisciplinary teams to improve journeys across digital, community and clinical services.

You will map, prototype and test service ideas, champion accessibility and inclusive design, and mentor colleagues to grow service design capability within the

Qualifications

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

Responsibilities

• 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.

Skills

Teamwork

Communication

Creativity

Attention to detail

Interpersonal skills

Adaptability

User-centered design

Education

Post-graduate level qualification or equivalent

Evidence of CPD

FEDIP Practitioner or equivalent

CUA - Certified Usability Analyst

Job description

BETA This is a new website - your feedback is welcomed to help us improve it.

Main area User Research and Service Design Grade Band 7 Contract Fixed term: 12 months (12 months with possibility to extend to 18) Hours Full time - 37.5 hours per week Job ref 028-AC185-0926

Site 2 Capital Quarter Town Cardiff Salary £50,129 - £57,365 per annum pro rata Salary period Yearly Closing 06/10/2026 23:59 Interview date 13/10/2026

Welcome to Public Health Wales, the national public health organisation for Wales

Our vision is Working to achieve a healthier future for Wales

Applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English. To support our all Wales service, we particularly welcome applications from Welsh speakers.

Important Note for vacancies offered on a fixed-term or secondment basis.
Individuals who hold permanent (substantive) employment within the NHS may only be appointed via secondment. Approval for a secondment must be obtained from your current line manager prior to submitting an application.

Job overview

Help shape the future of weight management services in Wales.

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.

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.

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

Qualifications

• 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.
• 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

• 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

• 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

• 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.
• 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

Public Health Wales, reserves the right to close this vacancy early. We therefore encourage early applications.

Priority is given to staff awaiting redeployment. We therefore reserve the right to withdraw this advert at any stage.

If you have a disability and have any particular requirements to enable you to participate in the application process, please contact [e-mail]

IMPORTANT NOTE FOR APPLICANTS: Applications for our roles are carefully reviewed and shortlisted based on specific criteria, which varies from job to job.

Using a generic application or automated AI application services, such as Lazy Apply or AI Apply, does not usually provide enough personal evidence of your skills and experience relevant to the role. This can make it difficult for us to assess your suitability and will reduce your chances of being shortlisted.

To ensure your application is given full consideration, we recommend submitting a tailored application that directly addresses the criteria listed in the Person Specification section of the advert, providing clear evidence and examples to demonstrate how you meet each requirement.

Visa Sponsorship Eligibility

• If you require sponsorship under the Skilled Worker or Health and Care Visa routes, please ensure youself‑assess your eligibility for sponsorship for this role before applying.

If you are successful and short listed for interview you will be contacted by email using the address with which you registered. Please ensure you check your email account regularly.

We are committed to fair, transparent recruitment and believe in equality of opportunity in our workplace and will not tolerate discrimination on grounds of age, disability, gender identity, religion or belief, race or nationality, marriage or civil partnership status, sex, sexual orientation, working pattern, caring responsibilities, trade union activity or political beliefs – or on any other grounds. We welcome applications from individuals seeking flexible working arrangements.

The salary scale shown is for a full‑time member of staff, with the amount being adjusted pro rata for those working less than 37.5 hours per week.

In general, anyone joining our Trust who has not previously worked in the NHS will, by default, start on the first point of the advertised pay band. Pay progression will then be determined by annual Performance and Development Reviews in accordance with the NHS Wales Pay Progression Policy . An application for Incremental Credit may be considered, but can only be awarded based on evidenced, reckonable service and/or relevant experience.