Lead Service Designer

Digital Health and Care Wales

The closing date is 01 April 2025

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Job summary

Do you have experience of user-centred design and using user research and insight to shape the way people interact with services?

We're looking for an enthusiastic and talented Lead Service Designer to join our User-Centred Design team to support digital products and services in the Primary, Community and Mental Health directorate.

As a Lead Service Designer who is user-centred, you will specialise in design the end-to-end journey of services, helping users complete their goal. Your work will involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by the organisation.

Putting users' needs at the heart of your work, you will work to make people's interactions with our products and services as simple as possible.

Main duties of the job

As a Lead Service Designer, you will be responsible for:

  • The development of design concepts, collaborating with product owners to define a direction for services, and share it in a way others can understand.

  • Looking at the whole journey a user takes when using a service and making sure every part of that journey is designed to work smoothly.

  • Collaborating with user researchers to ensure the needs of users, and organisational objectives are met.

  • Using research evidence, design knowledge and negotiation with stakeholders to improve health outcomes for the public and healthcare professionals.

  • Working with multi-disciplinary teams so they understand the role and purpose of service design, user-centred design, and how these help to meet the organisational goals

  • Ensuring our products and services are inclusive, accessible, and equitable

  • Working as a key member of a multidisciplinary team, as well as becoming part of an active and supportive design community of practice, collaborating across the organisation, to ensure new and existing services are user centred.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

About us

Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.

Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.

Join our game changing, life-saving team and start making a real difference to health and care services in Wales.

Date posted

18 March 2025

Pay scheme

Agenda for change

Band

Band 8a

Salary

£54,550 to £61,412 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

025-AC054-0325-CVL

Job locations

Hybrid working

Location to be confirmed at interview

CF11 9AD


Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click "Apply now" to view in Trac

You will:

  • drive the design of complex, user-centred services both in teams and across the organisation, setting the vision and ensuring iterative processes lead to successful outcomes

  • lead the integration of comprehensive data-driven insights into all aspects of service design, making informed decisions that align with user needs and strategic goals

  • champion and facilitate collaboration across diverse multidisciplinary teams, fostering a culture of co-design and shared ownership of the design process

  • be an advocate for design within the organisation, clearly communicating the value of design to senior leaders and stakeholders at all levels, and influencing strategic direction in your business area

  • develop and implement design strategies that not only align with but also anticipate future needs, positioning the service for long-term success

  • lead on the creation of accessible and inclusive services, ensuring compliance with legal requirements and digital service standards

  • advocate for the needs of all users, particularly those from marginalised or underrepresented groups

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click "Apply now" to view in Trac

You will:

  • drive the design of complex, user-centred services both in teams and across the organisation, setting the vision and ensuring iterative processes lead to successful outcomes

  • lead the integration of comprehensive data-driven insights into all aspects of service design, making informed decisions that align with user needs and strategic goals

  • champion and facilitate collaboration across diverse multidisciplinary teams, fostering a culture of co-design and shared ownership of the design process

  • be an advocate for design within the organisation, clearly communicating the value of design to senior leaders and stakeholders at all levels, and influencing strategic direction in your business area

  • develop and implement design strategies that not only align with but also anticipate future needs, positioning the service for long-term success

  • lead on the creation of accessible and inclusive services, ensuring compliance with legal requirements and digital service standards

  • advocate for the needs of all users, particularly those from marginalised or underrepresented groups

Person Specification

Qualifications and/or Knowledge

Essential

  • Educated to Master's level or equivalent qualification / experience
  • Evidence of continuous professional development

Experience

Essential

  • Experience applying highly developed specialised knowledge, supported by pertinent theoretical knowledge and applicable practical experience, across a range of work methods and practices.
  • Proven experience in the analysis and design development of digital systems.
  • Experience of leading the delivery of complex service and product design projects
  • Experience of delivering quality design work
Person Specification

Qualifications and/or Knowledge

Essential

  • Educated to Master's level or equivalent qualification / experience
  • Evidence of continuous professional development

Experience

Essential

  • Experience applying highly developed specialised knowledge, supported by pertinent theoretical knowledge and applicable practical experience, across a range of work methods and practices.
  • Proven experience in the analysis and design development of digital systems.
  • Experience of leading the delivery of complex service and product design projects
  • Experience of delivering quality design work

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Digital Health and Care Wales

Address

Hybrid working

Location to be confirmed at interview

CF11 9AD


Employer's website

https://nwis.nhs.wales/ (Opens in a new tab)

Employer details

Employer name

Digital Health and Care Wales

Address

Hybrid working

Location to be confirmed at interview

CF11 9AD


Employer's website

https://nwis.nhs.wales/ (Opens in a new tab)

For questions about the job, contact:

Head of User-Centred Design

Rachel Meese

rachel.meese@wales.nhs.uk

Date posted

18 March 2025

Pay scheme

Agenda for change

Band

Band 8a

Salary

£54,550 to £61,412 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

025-AC054-0325-CVL

Job locations

Hybrid working

Location to be confirmed at interview

CF11 9AD


Supporting documents

Privacy notice

Digital Health and Care Wales's privacy notice (opens in a new tab)