Senior Service Designer

A significant digitisation programme is underway, in line with the Government Digital Strategy and the NHSBSA's strategy, putting the user at the heart of everything we deliver.
We're recruiting for a Senior Service Designer who has a passion for design and a proven track record of success. You will join our exciting and supportive user centred design community to work collaboratively within multidisciplinary agile teams, alongside user researchers, developers, service designers, product owners and others.
What do we offer ?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours)
Flexi time
Hybrid working model (we are currently working largely remotely)
Career development
Active wellbeing and inclusion networks
Excellent pension (23.7% employer contribution)
NHS Car lease scheme
Access to a wide range of benefits and high street discounts
You will design the end-to-end journey of a service. Your work will enable a user to complete their goal and government deliver a policy intent. Your work will involve the creation of, or change to, transactions, products and content across both digital and offline channels.
As a Senior Service Designer, you will be an experienced designer who works with mínimal support and can coach and mentor designers, researchers and stakeholders. At this level, you:
will work with managers and leaders to develop design concepts
will have responsibility across complex services
will set direction and embed good practice within teams
make important decisions based on research and understand how this research impacts others
We're working in a hybrid way, spending time both home and office working. This position can be based from either of our offices in Greater Manchester or Newcastle upon Tyne.
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most
We are people connected to care.
In this role, you are accountable for
1. Analyse failure within services and identify root causes for that failure
2. Identify opportunities for cost reduction and improvement within an existing service
3. Understand user needs and identify where separate interactions with government should act as one service that meet that need
4. Arrange these separate interactions into rational user journeys within that service
5. Look for commonalities in activities across services where products could be made
6. Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the new service - both digital and process based
7. Create and rapidly iterate service prototypes
8. Identify ad design new service patterns and standards
9. Understanding of user centred design within agile development
10. Be able to sketch and prototype on paper and in HTML
11. Be able to work quickly in an agile environment
12. Be able to explain ideas in a way that other people understand
13. Welcome the constructive criticism of their work and be able to constructively review the work of others
14. Know how to interpret user research
15. Understand how form and function work together
16. Know how to remove complexity from services
17. Be able to write for user interfaces
18. Explain design decisions and be able to represent a service at a service assessment
19. Assess a service and give constructive feedback
20. Put forward the case for design with a product manager
21. Collaborate on designs with a developer
22. Engage the whole multidisciplinary team with the design process
23. Lead a workshop
24. Work at pace
25. Conduct design reviews with the service delivery teams to ensure that outputs meet the required NHSBSA standards and fall in line with the approved standards and patterns
26. Conducting meaningful appra