Service Designer

2 months ago

Scotland, United Kingdom NHS Scotland Full time

**2 x Positions Available**

**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 Service Designer is a new role in our Service Design Hub established in 2019 to embed user centered design approaches in Health and Social Care projects across Scotland.

The service designer is responsible for designing transformed services and products for customers across health and social care organisations. Leading on specific programmes of work, this role will focus on understanding complex systems and designing, prototyping, implementing, and spreading design-led approaches to support system-wide transformation of services. As a designer in a multidisciplinary team of researchers, analysts, and project professionals you will make sure services or products meet users’ needs and fit the organisational context.

This is a key role for delivering and embedding design and improvement approaches across our projects and programmes.

**There is no typical day, customer or project but the focus is to**:

- Plan, develop and execute high quality design projects from scoping through all stages of the design lifecycle ensuring that the plan is proportionate to the customers available resources
- Produce high quality written and graphic information which clearly sets out the designs, key issues, options, and actions, presenting facts and information in a way that persuades and influences others
- Analyse and synthesise qualitative and quantitative data to inform your design decisions
- Test your potential solutions with users to continuously improve your designs
- Working as part of a team and educating team members and stakeholders on the benefits of design thinking
- Producing high quality artefacts/outputs at all stages of the design process
- Facilitating user centered workshops
- Delivering service design training and clinics
- Develop best practice tools and templates
- You will be a competent and confident designer able to visualise and articulate complex design projects which deliver the simplest and most appropriate solutions
- You will have a strong focus on users and advocate for ethical and inclusive design solutions - confident engaging in meaningful interactions with users
- You will have skills in data visualisation, story-telling and narrative development to convey relevant insights and messages to inform the redesign of services.
- You will have excellent communication skills - confident communicating between the technical and non-technical
- You are comfortable with popular design frameworks and methodologies such as Scottish Approach to Service Design and BBC’s Global Experience language (GEL) Cooper Design, IDEO, Karen Holzblatt etc
- You will be happy working in a collaborative environment
- You will always be brave enough to ask the right questions and do the right thing
- 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 operates a hybrid working model.

The work pattern is Monday to Friday, 37.5 hours per week.

It is a condition of this employment that you must live and remain a resident within the UK for the post in which you will be employed with NSS.

**Benefits**:

- The opportunity to improve services in health and social care across Scotland
- Great training

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