Senior UX & Service Designer

Doccla; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Annual leave 25 days

Remote work stipend

Stock options

Pension (4%)

Private health insurance

Life insurance (4x)

In‑office perks: Free lunch

Job summary

Doccla is seeking a Senior UX & Service Designer to own end-to-end patient journeys across apps, voice, and communications, improving enrolment, onboarding and engagement rates.

You will run research with patients, design content, collaborate with product and engineering, and contribute to the design system. This hybrid role requires in-person collaboration including weekly presence at our London HQ.

Qualifications

• 5+ years professional design experience.
• Startup or scale‑up environment.
• A genuine blend of UX and service design: UX/product design, wireframes, prototypes, and polished production-ready designs; judgement on when each is needed.
• Service design: journey mapping and service blueprinting.
• Research: open‑ended discovery and focused usability testing.
• Native use of AI in day‑to‑day work.
• Experience designing for non‑expert or vulnerable users.
• Evidence you moved a number with metrics and results.

Responsibilities

• Map key journeys and improve enrolment, onboarding and engagement; use mapping as a problem-solving tool, not just deliverables.
• Own metrics; translate north star metrics to granular patient-level tracking; collaborate with data team to instrument and analyse.
• Design for diverse users including elderly, low digital literacy, carers, unwell patients, non-native speakers.
• Run patient research: discovery and usability testing; recruit, synthesize, act on findings.
• Own content design and tone of voice across patient communications.
• Collaborate with Enrol and Engage PMs and engineers across implementation.
• Contribute to design system for consistent look and feel and enable self-serve.
• Support usability-related regulatory requirements and risk analysis.

Skills

5+ years experience

Startup or scale‑up

UX & service design

UX / product design

Service design

Research

Native AI usage

Design for non-expert users

Tools

Front-end development

Job description

A Bit About Us

We’re Doccla, and we’re redefining where and how healthcare is delivered. Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home. We support patients across the full care journey from early discharge and acute recovery to long-term condition management and proactive care. We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows. We currently work with over 60% of NHS ICBs and supporting health systems across the including UK, Ireland, France, and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care. We’re backed by top European investors, having secured £35m in Series B funding led by Lakestar, with participation from Elaia, General Catalyst, Speedinvest, and Bertelsmann.

Why Join Us?

This is your chance to join Doccla at a key stage in our growth. We’re building the category leader in Virtual Care and Remote Patient Monitoring. You’ll be part of a highly entrepreneurial, mission-driven team that combines expertise across clinical, technical, commercial, and operational domains. We’re solving real problems for patients and health systems and growing fast.

What You’ll Do as a Senior UX & Service Designer

Our mission is to find patients before they deteriorate, get them enrolled, and keep them engaged for long enough to change their outcome. Everything downstream depends on those three things working.

Ensuring we have a seamless journey that runs across our apps, voice channels, SMS, emails, letters, support scripts, logistics processes and the physical box that arrives at someone's door is what this role is all about. You are the voice of the patient and their advocate in all our design and service decisions.

This is not a role that produces artefacts. It is a role that moves enrollment, onboarding and engagement rates, and is accountable for doing so.

Own the end-to-end experience for proactive care patients and the teams who support them, across every touchpoint:

• UX in our apps
• Voice experience
• Patient-facing communications & content (SMS, email, letter, video, leaflets)
• Scripts for Patient Support and Enrolment Specialists
• Operational and logistics processes
• Physical devices and the contents of the Doccla box

Specifically:

• Map the key journeys and improve patient experience. Find the gaps that are limiting enrolment, onboarding and engagement, and close them. Mapping is a tool for finding the solutions, not a deliverable in itself. We’re looking for someone with a bias to action.
• Own the numbers. Translate our company and team north star metrics into granular, patient-level tracking. Work with our data team to make sure it's instrumented. Read it. Use it to decide what to work on and to prove whether what you shipped worked.
• Design for people who are not like you. Elderly patients, low digital literacy, sensory and cognitive impairment, carers acting on someone else's behalf, people who are unwell and anxious, non-native speakers. This is the core design challenge here and your critical mission.
• Run research with patients. Open-ended discovery and focused usability testing. You recruit, you run it, you synthesise, you act on it.
• Own content design and tone of voice across patient-facing communications. The words are part of the experience.
• Work hand-in-hand with the Enrol and Engage PMs, and with engineers through to implementation. The further you can reach into the build to reduce handoffs, the better.
• Collaborate across the business - tech, operations and logistics, clinical, regulatory and commercial. This is not a traditional product design role. As much as the impact will come from improvements beyond our software as from within.
• Contribute to the design system. Ensure we have a consistent look and feel across our experiences and enable PMs and engineers to self-serve.
• Usability testing. Supporting our regulatory commitments to ensuring usability, including; use-related requirements and risk analysis, formative evaluation through design, summative validation, and supporting the maintenance of the usability engineering file.

What Experience You’ll Bring To The Team

• 5+ years professional design experience
• Startup or scale‑up environment
• A genuine blend of UX and service design:
• UX / product design: wireframes, prototypes and polished production-ready designs, plus the judgement to know which is needed when
• Service design: journey mapping and service blueprinting
• Research: both open‑ended discovery and focused usability testing
• Native user of AI in your day‑to‑day work
• Experience designing for non‑expert or vulnerable users
• Evidence you moved a number. You can name the metric, the change you made, the result, and how you know it was you

Nice to have

• Health tech
• Regulated industry
• Software, hardware and service‑based products together
• Experience designing generative AI experiences (voice, LLM‑mediated interfaces)
• Front‑end development skills, or a real appetite to grow into it

How We Work

We empower everyone at Doccla to take ownership of their work and the company's mission. We act ethically and always put patient safety and outcomes first. To thrive here, you’ll need a can‑do attitude and an action‑oriented approach, along with a willingness to learn and grow through open feedback.

We’re a hybrid team, with offices in London, Denmark, Germany. Most of our team is London‑based and enjoys in‑person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet‑friendly space. Some of our teams are fully remote, depending on the team and responsibilities. This includes our Engineering, Clinical & Patient Support teams.

This role requires significant in‑person collaboration and we expect the successful candidate to spend minimum 1 day per week in our London HQ.

What You’ll Get

Annual Leave & Holidays

25 days annual leave + up to 8 UK bank holidays [this varies depending on the role]

Remote Working

Flexible remote options

Remote working stipend

Financial Benefits

Employee stock options

4% pension on full basic pay

4x salary life insurance

Health & Wellness

Private health insurance

4 months full pay for birthing parent*

4 weeks full pay for non‑birthing parent*

Phased return back to paid work

Sick pay

In-Office Perks (London HQ)

Free daily lunch

Pet‑friendly office

Other Benefits

£500 L&D budget per person

Cycle to work scheme

Via Smart Health

24/7 GP appointments

Mental health support

Nutrition & fitness advice

Second opinions & health checks

In Return for Your Hard Work

• A competitive compensation package (base + stock options), with half‑year and annual performance reviews
• The chance to work on patient‑first, system‑level healthcare challenges in one of Europe’s leading healthtech companies
• Opportunities for growth and leadership we want you to challenge the status quo, own your impact, and continue developing, with our full support

Diversity at Doccla

We embrace diversity. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences.

We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you're excited about the role, we encourage you to apply even if your experience doesn't match every point.

Safer Recruitment

We are committed to safer recruitment practices. As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles. It is an offence to apply for such work if you are barred from working with children or vulnerable adults.