Lead Service Designer

3 months ago

Melrose, United Kingdom NHS Scotland Full time

**About the Organisation**:
As a vital part of NHS Scotland, NHS National Services Scotland’s mission is to enable and support the delivery of better health and better care, working in partnership. We do this by providing a range of specialised support services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.

Programme Management Services (PgMS) are part of NSS. We are one of the fastest growing centres of excellence in transformational change and programme management in the UK. PgMS are a strategic partner for NHS Scotlands health and social care.

We have over 220 staff covering disciplines including project and programme management, business analysis, Lean and user design. Our staff bring extensive experience in the design and delivery of complex national programmes and a proven track record in large-scale transformational change. Our experience includes a diverse range of programmes including the launch of new national health bodies, transformation of patient and diagnostic services across Scotland to the successful delivery of multi-million-pound capital construction programmes.

Recently our work has seen us redesign services to make them more responsive to patient needs, lead strategic programme that will underpin transformative healthcare delivery over the next 20 years as well as harness opportunities and innovations that emerged during the pandemic.

**The Post**:
The Lead Service Designer is a new role in our Service Design Hub which was created in 2019 to embed user centered design approaches in Health and Social Care projects across Scotland.

You will be responsible for setting the direction and assuring the quality of design delivery across your teams. You will provide Design leadership to a multi-disciplinary team working for customers across Health and Social Care in Scotland. You will work with senior Directors and Managers to help influence and develop design concepts.

Leading on a broad Portfolio of work this role will focus on the strategic approach to Service Design ensuring that all projects we support deliver high quality, usable and accessible outputs.

This is a key role for us in promoting design and improvement approaches, creating the will to change, developing the ideas for action that will lead to improvement and enabling local systems to develop the capacity and capability to implement changes.

There is not a typical day, customer, or project but the main focuses for the job are to:

- Plan, develop and maintain a design strategy that ensures your team builds products and services at the required level of design quality for customers internally and externally. The strategy should cover the end-to-end design process providing clarity over roles, responsibility, and standards to be met.
- Leading, motivating, and inspiring your team of researchers, designers and content creators who all bring unique skill sets to the table and share a passion for user centred design

Scope and lead design projects from end to end to support our customers to realise financial and non-financial benefits. You will do this by analysing existing services and products, overseeing primary research with users, prototyping and iterating solutions in a way that is simple for our customers to understand.
- You will bring resilience and first-class influencing skills to educate our customers on the value of service design. You will need to use your experience to adapt your approach for different organisation cultures, design maturity and appetites for change
- You will always be brave enough to ask the right questions and do the right thing
- You are confident to inspire, lead and coach internal and customer teams
- You are aware of the strategic context of your work; including organisation needs and how it relates to their organisation strategy
- You can map complexity within a system and organisation; relationships, influences, dependencies, patterns etc and confidently communicate the story of our work and impact how decisions are made
- You can create visual and engaging artefacts to communicate experiences, problems, opportunities, and ideas, including both high level conceptual diagrams and detailed service blueprints
- You can articulate service propositions and can develop different service models based on user and organisation need
- You are an innovative thinker - willing to look beyond the obvious and challenge the status quo
- You are a confident networker - excelling in group situations and managing different personalities
- You are happy working in the unknown and comfortable exploring different solution options before landing on the right outcome

**Location and Working Pattern**:
This post is based in either Gyle Square, Edinburgh or Meridian Court, Glasgow or Dundee.

However, it should be noted that NSS is currently in the process of relocating from Meridian Court to nearby Delta House, 50 West Nile Street Glasgow G1 2NP.

NSS currently

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