Service Designer

NHS National Services Scotland; United States; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

NHS National Services Scotland is seeking an experienced Service Designer to shape user-centric service design in a hybrid working environment. The role entails leading design efforts across NHS 24 services, influencing key stakeholders, and mentoring junior designers to achieve strategic insights and policy alignment.

Benefits

35 days annual leave (rising to 41) pro-rata

Development opportunities including study bursaries

Enhanced pay for working public holidays

Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme

NHS discounts on goods and services

Employee assistance program

Qualifications

• Experienced in designing and delivering service design activities.
• Knowledge of communication and participative methodologies.
• Ability to negotiate design briefs and lead service outcomes.

Responsibilities

• Design the end-to-end journey of a service.
• Support implementation of services and strategies.
• Provide training, coaching, and mentoring to other designers.

Skills

Service design

User-centered design

Stakeholder management

Visual communication

Co-design methodologies

Education

Graduate level degree or professional certification in service design or related discipline

Job description

Service Designer

Fixed Term or Secondment Opportunity with the potential to last for up to 18 months

Are you an experienced Service designer looking for a new opportunity?

Do you have experience of leading influential design work, within a digital context?

Are you passionate about Designing and delivering a wide range of service design activities?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centres. The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

The Role

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 orequivalent 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.

Benefits

NHS 24 offers a complete benefits package, with a temporary contract on a Band 7 with a salary ranging from £50,861 to £59,159 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK websitehere.

Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsoredBEFORE submitting your application form.