Job Description
Senior Service Designer
This is a hybrid role, your base location will be your closest main NHSBT centre.
Job Summary
At NHS Blood & Transplant (NHSBT), we provide a service that is unique, we help our donors do something extraordinary to save or enhance a life in need. You too can join us and play your part in our life-saving organisation.
Join our dedicated team in NHSBT organ donation and transplantation (ODT). You’ll be part of a programme team at the forefront of organ transplantation transformation, ultimately saving and improving lives. The establishment of a national Assessment and Recovery Centre (ARC) service will extend equitable access to life-saving products and treatments to everyone that needs them, helping to bridge the gap between shortage of organs available and demand.
As a service designer at NHSBT, you directly impact how we understand and design for the needs of our donors, families, the patients we serve, and our people, who deliver and operate services. This is critical to our mission to save and improve lives.
Main duties of the job
As a Senior Service Designer, you will work as part of a multidisciplinary agile team to deliver services for donors at NHSBT. You will design the end-to-end journey which helps the user to complete their goal. Putting users' needs at the heart of your work, you will make people's interactions with NHBST as simple and quick as possible.
In this role, your work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by NHSBT. You will be a confident and competent designer who is able to develop designs based on evidence of user needs and organisational outcomes.
Your role responsibilities will also include:
- Lead the creation and iteration of design artefacts prototypes with key service users and stakeholders.
- Develop service proposition(s) and service maps to align the delivery team
- Champion the use and value of human centred design tools and techniques throughout the organisation (including but not limited to user research, service mapping, ideation, co-design, prototyping and storyboarding)
- Responsible for designing, leading and facilitating co-design workshops with wide range of stakeholders including end users including potential or current donors, patients and colleagues,
- Responsible for executing the service vision, reimagining the service experience and implementing the service design and development of it as part of a multi-disciplinary team (designers, developers, testers, analysts)
- Responsible for design of services and contributes to the design of products and policies with service providers. This applies to existing and new services that need to be developed end-to-end and include offline and online touchpoints impacting beyond own area of work.
- Manage, coach and mentor a team of user researchers, responsible for ensuring performance excellence and creating development pathways.
- Lead or support appropriately user research activities across the organisation and with end users.
- Responsible for communicating highly complex and potentially contentious issues such as service redesign to a broad range of stakeholders including senior management and executives, with ability to drive consensus and decision making where there may be a broad range of options/routes to take.
About You
Experience and Knowledge
- Significant work/employment experience of advocating, applying and adapting service design methodologies for complex challenges and contexts.
- Knowledge and experience of Microsoft Office products, particularly Microsoft Word, Excel and PowerPoint.
- Strong understanding of how digital economy is changing user behaviour and public sector landscape
- Understand and can work within given constraints (including but not limited to technology and policy, and regulatory, financial and legal constraints).
- Apply technical knowledge and experience to create or design workable prototypes, both programs and physical outputs. Understand parameters, restrictions and synergies.
- Understand users and can identify who they are and what their needs are, based on evidence. Translate user stories and propose design approaches or services to meet these needs.
Qualifications and Training
- Master’s degree or equivalent relative experience
- Extensive further experience gained through ‘on the job’ training in ‘user-centred-design’ discipline
About Us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.
Our three core values are what set us apart. They guide and inspire everything we do.
By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work – and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.
You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.
What we offer:
- Hybrid working arrangements – because NHSBT works nationally, we’re able to offer hybrid working options that give you more flexibility to balance work with life.
- Flexible working options – we promote flexible working where the role allows. We’re happy to discuss what flexibility might look like for you.
- Generous annual leave - 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.
- Inclusive pension scheme - the NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns). Further details and outline of benefits can be found at: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions
- Supportive learning culture - we’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
- Health and wellbeing support – we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.
As a Disability Confident Employer, we welcome applications from disabled candidates. We will talk with you to explore any adjustments that may help you during the recruitment process.
You can find more information about accessibility, our culture, and how we support applicants on the NHSBT Careers website:
To learn more, please see the job description and person specification. These can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.
Next steps
This vacancy will close at 23:59pm on Wednesday 11th November.
The assessment process for this role will include: a single interview. Interviews are anticipated to be held Week commencing 23rd November – subject to confirmation.
For informal enquiries please contact –
Name: Charlotte Walker
Job Title: Recruiter
Contact Details: Charlotte.Walker@nhsbt.nhs.uk
