Job Summary
This role sits within UKHSA's User-Centred Design (UCD) team in the Readiness and Surge division, which helps shape the organisation's readiness to respond to public health threats and hazards.
The team champions user-centred design across UKHSA, ensuring services, products and policies are designed around user needs.
We improve public health outcomes by creating accessible, inclusive and effective end-to-end experiences, while supporting professional standards and capability development across the organisation.
The Role
As a Senior Service Designer, you will work within multidisciplinary teams to design and improve services that meet user needs and support UKHSA's public health objectives.
You'll collaborate with stakeholders across the organisation to reduce complexity, improve user experiences and influence service transformation.
As a senior practitioner, you'll provide design leadership, advocate for user-centred approaches, and coach colleagues in service design best practice.
You'll also contribute to the UKHSA UCD community, helping to build capability and promote innovation across the organisation.
This role aligns with the Government Digital and Data Profession Capability Framework for Senior Service Designers.
Key Responsibilities
- Lead service design activities that support service transformation and improvement.
- Understand user needs and use evidence and insights to shape service outcomes.
- Design solutions to complex challenges, balancing user, business, operational and technical requirements.
- Champion inclusive, accessible and user-centred design practices across programmes and projects.
- Work with multidisciplinary teams to identify opportunities, pain points and service improvements.
- Communicate recommendations and design decisions clearly to stakeholders.
- Support and develop service design capability through coaching, mentoring and community engagement.
- Line manage and develop team members, while encouraging continuous learning and collaboration.
Essential criteria
- Significant experience in service design with experience of using user-centred design methods and practices in large, complex organisation
- Able to navigate stakeholder landscapes, leading and managing relationships with a variety of internal and external stakeholders with different reporting relationships to improve services and gain support for standards, design solutions, roadmaps, and ways of working
- Able to select and use appropriate design methods and prototyping tools to explore complex service problems and opportunities across digital and non-digital channels as appropriate
- Able to demonstrate the importance of designing inclusive, equitable, accessible and sustainable services
- Proven leadership skills with experience of leading, directing and planning design activities, working directly with other professions to ensure effective and timely delivery
- To be able to work as part of a multidisciplinary team, working directly with other professions to ensure effective and timely delivery
- To be able to identify and create new design patterns and components based on evidence
- Experience of coaching and mentoring other service designers
- Experience of government service assessments
Desirable criteria
- Working in an agile environment