Service Designer

2 weeks ago


Remote, United Kingdom UK Health Security Agency Full time

**Details**:
**Reference number**:

- 262551**Salary**:

- £36,329 - £42,481**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Type of role**:

- Digital
- Operational Delivery
- Project Delivery**Working pattern**:

- Flexible working, Full-time, Homeworking, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Remote working (anywhere in the UK)About the job

**Job summary**:
**Customer Experience Team**

Building on the success of embedding human-centred design within our COVID-19 response, the Customer Experience team has recently been established in UKHSA. The team draws together experts in user research, content, interaction, and service design, with an ambition to put people at the heart of service design and transformation to help UKHSA achieve its ambitions.

The Customer Experience team is a key pillar within UKHSA’s National Operations division, part of the Health Protection Operations Group, which delivers front line services to help keep the nation health secure. The National Operations division is made up of three main areas - Customer Experience, Contact Centre and Surge and Reserve capacity.

The role is hybrid working (with the option to consider fully home working) with some travel nationally, as may be required by the post.

**Job description**:
The Service Designer will be part of a high performing, multi-disciplinary squad using agile methodologies to deliver customer-centric services. They are responsible for designing effective, accessible, and inclusive services that reduce friction and complexity across the whole service helping UKHSA to achieve its public health objectives. They will work with internal and external stakeholders to understand requirements and be trusted to develop meaningful solutions based on user needs and organisational outcomes.

They will be required to develop and maintain stakeholder relationships and influence others and think at a systems-level; absorbing and interpreting large amounts of conflicting information to produce simple designs. The Service Designer will have a good understanding of how to deploy the right design tools and techniques at the right times, prototyping to explaining design ideas and concepts in a way that others can understand.

The Service Designer will understand the importance of accessible and inclusive service design, taking pride in designing holistic services that work for a wide range of people and communities. They will design in the open, participating in the communication of design decisions within the project team and to stakeholders across government.

The Service Designer will be an active part of the human-centered design community, sharing insights and practices across the community and organisation. The role will work under the guidance of a more experienced Senior Service Designer but be expected to work autonomously most of the time.

**Person specification**:
**MAIN DUTIES AND RESPONSIBILITIES**

**EXPERT PRACTICE**
- Provide hands-on service design by working with other disciplines, stakeholders and customers to gain a deep understanding of user needs and develop designs that resolve complex problems, balancing user needs with operational, technical, legal and design constraints and requirements; influencing project roadmaps to embed effective user-centred design practice.
- Contribute towards expanding and refining the concepts and patterns in a design library to share best practice and bring the UKHSA service and interaction design strategy to life.
- Influence and shape best in class digital and non-digital products and services; adopting inclusive HCD practices and ensuring findings from research and testing are applied to design and deliver effective and inclusive services that meet government and NHS design, style and accessibility standards and industry best practice.
- Creating prototypes, as appropriate for your role and the project, to test ideas and communicate findings with clarity and confidence to stakeholders to create actionable strategic insights and service improvements with a working knowledge of design and prototyping tools for websites, apps, web-based transactional services, non-digital alternative services and physical services.

**COLLABORATIVE WORKING AND PERFORMANCE**
- Be a champion for the human centered design approach across the organisation, increasing awareness for staff and stakeholders, fostering interest, and working openly and collaboratively whenever possible, investing in time to share learning and best practice with all members of the Customer Experience Team and actively contributing to your community of practise.
- Contribute to the establishment of an effective user-centred design culture within the organisation, be an advocate for the voice of users in the design of our services, identifying and communicating important user insight to stakeholders to ensure th



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