Senior Service Designer

at  NHS Business Services Authority

The NHS Business Service Authority’s Digital, Data and Technology Community design, develop, test, support and operate applications from our digital transformation projects to support patients, colleagues and the public. In doing so, we deliver relevant and valuable services to millions of users with various needs and abilities.
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
Career development
Active wellbeing and inclusion networks
Excellent pension
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 minimal 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.
We want to support people in their chosen careers and welcome applications from previously unsuccessful applicants who have waited at least six months before reapplying.
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 take pride in being part of something so meaningful, that touches millions of lives.
 Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.
 As one of the UK’s Best Big Companies to work for, we’re all 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 voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
 Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.

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 appraisals and 1-1s, identifying and meeting development needs, implementing, monitoring, evaluating and reporting on the impact and success of implemented training plans
27. Receive and act upon and where possible resolve a range of escalations including staffing, disciplinary procedures, resourcing
    business and technical, to secure satisfactory outcomes. Where unable to resolve, providing sufficient detail, escalate to the
    appropriate levels within the organisations, within agreed policies, procedures and processes to ensure appropriate resolution.
28. Undertake recruitment and selection in line with organisational processes, and participate in the implementation and delivery of
    initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business
    landscape.
29. Provide feedback to support and encourage teams and individuals to develop thinking and independently work through issues, to
    reach solutions based outcomes. Leading by example by seeking, providing and implementing individual feedback to improve ways
    of working and own performance.
30. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives.
31. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business
32. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives.
33. Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions,
    processes and work as required, and in conjunction with agreed procedures.
34. Maintain own knowledge and expertise at the forefront of sector knowledge. Investigate research and development to support future
    business needs. Develop an understanding of emerging technologies and business opportunities
    In addition to the above accountabilities, as post holder you are expected to:
    Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.
    Demonstrate NHSBSA values and core capabilities in all aspects of your work.
    Foster an environment where your own and colleagues’ safety and well-being is promoted.
    Contribute to a culture which values diversity and inclusion.
    Comply with NHSBSA policies, procedures and protocols as they apply to your role.
    Working relationships
    Responsible to: Service Delivery Lead and Line Manager