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!
Main duties of the job
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. About us
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! Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you. We are people connected to care. Job responsibilities
In this role, you are accountable for: Analyse failure within services and identify root causes for that failure Identify opportunities for cost reduction and improvement within an existing service Understand user needs and identify where separate interactions with government should act as one service that meet that need Arrange these separate interactions into rational user journeys within that service Look for commonalities in activities across services where products could be made 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 Create and rapidly iterate service prototypes Identify and design new service patterns and standards Understanding of user centred design within agile development Be able to sketch and prototype on paper and in HTML Be able to work quickly in an agile environment Be able to explain ideas in a way that other people understand Welcome the constructive criticism of their work and be able to constructively review the work of others Know how to interpret user research Understand how form and function work together Know how to remove complexity from services Be able to write for user interfaces Explain design decisions and be able to represent a service at a service assessment Assess a service and give constructive feedback Put forward the case for design with a product manager Collaborate on designs with a developer Engage the whole multidisciplinary team with the design process Lead a workshop Work at pace 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 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 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. 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. 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. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives. 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. 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 purpose of your role and as agreed by your line manager. Demonstrate NHSBSA values and core capabilities in all aspects of your work. Encourage an environment where your own and colleagues safety and well-being is promoted. Contribute to a culture which values diversity and inclusion. Follow NHSBSA policies, procedures, and protocols as they apply to your role. Working relationships Responsible to: Service Delivery Lead and Line Manager Key relationships and connections: Digital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers) Internal and external stakeholders Non-profit organisations e.g. Citizens Advice Person Specification
Specialist Skill/Knowledge
Influence business change, rationalisation and transformation Offering advice and consultation as the Subject Matter Expert in UX and interaction design for key stakeholders A range of user testing methodologies Develop interactive prototypes for user testing Combining user research and analytics to problem solve through design patterns and improve user experience. Thorough knowledge of user-centered design process and product development process. Understand and communicate to others the benefits and applicability of UI design, development and testing tools, methods and standards to non-technical and technical stakeholders Evaluate design proposals from external suppliers, and make recommendations to senior stakeholders Search Engine Optimisation Jira Government Digital Service manual Google Analytics A/B testing Experience
On-going Continuous Professional Development Engaging and building relationships with a range of stakeholders to support delivery of user and business needs Identifying non-functional needs and ensure they are captured and implemented as part of a project. Communicating ideas visually and producing engaging presentations to different audiences Managing interactive, design, or creative projects as a lead or as part of a UX team Multi-tasking, analysing opportunities, defining successful approaches, and proactively solve problems Influence and manage in a complex matrix organisation Analysing digital / web services in a fast paced environment Open source and cloud technologies Working across multiple projects Working within a scrum team, and experience creating user stories Interpreting strategy and translate emerging trends and technologies which might impact or benefit the organisation. Qualifications
Degree calibre or relevant in-depth knowledge of the subject matter OR Equivalent qualifications and relevant experience of the subject matter
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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. About us
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! Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you. We are people connected to care. Job responsibilities
In this role, you are accountable for: Analyse failure within services and identify root causes for that failure Identify opportunities for cost reduction and improvement within an existing service Understand user needs and identify where separate interactions with government should act as one service that meet that need Arrange these separate interactions into rational user journeys within that service Look for commonalities in activities across services where products could be made 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 Create and rapidly iterate service prototypes Identify and design new service patterns and standards Understanding of user centred design within agile development Be able to sketch and prototype on paper and in HTML Be able to work quickly in an agile environment Be able to explain ideas in a way that other people understand Welcome the constructive criticism of their work and be able to constructively review the work of others Know how to interpret user research Understand how form and function work together Know how to remove complexity from services Be able to write for user interfaces Explain design decisions and be able to represent a service at a service assessment Assess a service and give constructive feedback Put forward the case for design with a product manager Collaborate on designs with a developer Engage the whole multidisciplinary team with the design process Lead a workshop Work at pace 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 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 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. 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. 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. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives. 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. 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 purpose of your role and as agreed by your line manager. Demonstrate NHSBSA values and core capabilities in all aspects of your work. Encourage an environment where your own and colleagues safety and well-being is promoted. Contribute to a culture which values diversity and inclusion. Follow NHSBSA policies, procedures, and protocols as they apply to your role. Working relationships Responsible to: Service Delivery Lead and Line Manager Key relationships and connections: Digital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers) Internal and external stakeholders Non-profit organisations e.g. Citizens Advice Person Specification
Specialist Skill/Knowledge
Influence business change, rationalisation and transformation Offering advice and consultation as the Subject Matter Expert in UX and interaction design for key stakeholders A range of user testing methodologies Develop interactive prototypes for user testing Combining user research and analytics to problem solve through design patterns and improve user experience. Thorough knowledge of user-centered design process and product development process. Understand and communicate to others the benefits and applicability of UI design, development and testing tools, methods and standards to non-technical and technical stakeholders Evaluate design proposals from external suppliers, and make recommendations to senior stakeholders Search Engine Optimisation Jira Government Digital Service manual Google Analytics A/B testing Experience
On-going Continuous Professional Development Engaging and building relationships with a range of stakeholders to support delivery of user and business needs Identifying non-functional needs and ensure they are captured and implemented as part of a project. Communicating ideas visually and producing engaging presentations to different audiences Managing interactive, design, or creative projects as a lead or as part of a UX team Multi-tasking, analysing opportunities, defining successful approaches, and proactively solve problems Influence and manage in a complex matrix organisation Analysing digital / web services in a fast paced environment Open source and cloud technologies Working across multiple projects Working within a scrum team, and experience creating user stories Interpreting strategy and translate emerging trends and technologies which might impact or benefit the organisation. Qualifications
Degree calibre or relevant in-depth knowledge of the subject matter OR Equivalent qualifications and relevant experience of the subject matter
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