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Service Designer

Somerset NHS Foundation Trust
£43,742 to £50,056 a year
Closing date
21 Jul 2024

View more

Other Health Profession
Band 7
Full Time
Are you looking to work in a new, vibrant, and passionate team that empowers, innovates and creates positive change? Do you enjoy seeing the impact of the work you do on your local community? Are you keen to work with users throughout the design process to create highly usable and accessible digital products and services that can support their healthcare and wellbeing?

If this sounds like you, we'd keen to talk to you about becoming a Service Designer within our Digital Service Design and Experience team.

Our Somerset NHS Foundation Trust Digital Service works closely with patients and colleagues to design, deliver and support transformational digital solutions that enhance the provision of healthcare across Somerset.

The role is currently fixed term for 12 months. However, there is potential for this to be extended or become permanent, subject to funding.

Main duties of the job

As a Service Designer, you'll work closely with services across the Trust to foster effective working relationships and to embed digital transformation. You'll have a key role in understanding the digital maturity of different service groups, their priorities, opportunities, and roadmap for change. .

It's important that you are able to engage with senior internal and external stakeholders, and work closely with Business Analysts and User Researchers within the team to ensure both business and user needs are understood and intrinsic to the design, implementation and continual improvement of digital services for health and care professionals and the general public.

The role will line manage and be responsible for other roles within the Service Design and Experience team, and for providing service design expertise across the Trust, to new service developments and to support service improvements

About us

As an organisation, Somerset NHS Foundation Trust offers employees a wide range of benefits including flexible working, NHS pension scheme, generous annual leave allowance and a commitment to career development.

You will be eligible for our Blue Light Card and a wide range of NHS exclusive shopping & leisure discounts.

We are proud of our skilled, diverse workforce and as an inclusive employer we welcome applications from all backgrounds.

Working in Somerset enables you to enjoy the idyllic countryside, areas of outstanding beauty and stunning coastlines whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.

There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable.

Somerset offers the countryside and the cosmopolitan, there is truly something for everyone!

Job description

Job responsibilities

For more detail and an outline of the main responsibilities, please see the attached job description and person specification.

Person Specification



  • Educated to degree level or relevant NHS experience.
  • Evidence of own continuing professional development.
  • Change Management Qualification or equivalent training and experience.
  • Experience of working within a Digital Change Programme or similar environment.


  • Qualifications related to behavioural science, research or technology.
  • Project Management qualification e.g. PRINCE2, Agile or similar.



  • Knowledge of service design and digital transformation within the NHS.
  • Demonstrable experience of identifying technological opportunities for improvement.
  • Experience of user engagement and communication, building relationships with a range of stakeholders to support delivery of user and business needs.
  • Significant experience of applying change management techniques / methodologies to enhance and accelerate change.
  • Experience of developing new services and systems in a complex environment.
  • Understanding of the NHS Information Governance framework, Data Protection Act and Caldicott requirements.
  • Experience of writing options appraisals / business cases to support NHS business requirements.
  • Experience of working in partnership with multiple stakeholders to achieve common objectives and delivery of high-quality customer facing services.
  • Understanding of the diversity of users of Health services and the need to make services usable and accessible for everyone.
  • Experience of using persuasion and negotiation skills to engage key stakeholders with complex and/or sensitive service changes in relation to process and/or service re-design, and overcome resistance to change from staff (technical and non-technical) at all levels of the organisation.
  • Commitment to personal and professional development with a flexible approach to learning.
  • Ability to identify, capture and communicate innovation opportunities across different services.


  • Knowledge of use of data and analytics to track and improve user experience.
  • Knowledge of agile ways of working.
  • Experience of translating user and business needs into recommendations and workable solutions.
  • Knowledge of user-centred design practises and current user research best practice.
  • Knowledge of project planning, implementation and management using project planning tools and recognised project management methodology.
  • Experience of managing, motivating and directing staff, including recruitment, staff development, managing performance, dealing with sickness and appraisals.

Additional Criteria


  • Excellent analytical and problem-solving skills with ability to analyse, interpret and resolve issues.
  • Experience of involving colleagues in analysis and to increase consensus and challenge assumptions.
  • Ability to communicate findings in a persuasive and engaging manner, presenting information in a meaningful manner to non-technical audience.
  • Ability to negotiate with, persuade and influence a range of stakeholders, both internal and external.
  • Ability to work on own initiative, to organise and prioritise workload and to meet strict deadlines.
  • Establish benefits baselines, including metrics for their measurements and benefits realisation plans for projects.
  • Develop and implement stakeholder engagement and communication plans.
  • Lead groups of staff at all levels within the organisation, ensuring they are engaged in activities to define, analyse and re-design existing business processes with a view to ensuring that they are efficient, effective and measurable and contribute to delivering an improved quality service. This can take place through workshops, meetings and one-to-one sessions.
  • Understand, document and manage the needs and opinions of a wide range of stakeholders in relation to business change.
  • Develop procedures to ensure that new systems and service changes are stable, maintainable, meet usability criteria, provide accurate information and meet the required specification.
  • Problem solving skills and ability to respond to changing priorities and demand.
  • High level of interpersonal, verbal, listening and written skills.
  • Innovative and well organised.
  • Excellent communication skills and confidence to engage users, partners and senior stakeholders.
  • Empathy and perceptiveness.
  • Ability to adapt to changing requirements within an Agile environment.
  • Ability to be a persuasive advocate for user and business needs both within the team and the wider organisation.
  • Positive approach to change.
  • Flexible approach to work.
  • Able to travel to other working locations.

Employer details

Employer name

Somerset NHS Foundation Trust


Musgrove Park Hospital

Musgrove Road




Any attachments will be accessible after you click to apply.


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