Senior Service Designer

SENIOR SERVICE DESIGNER – LEADING HEALTH TECH & DIGITAL TRANSFORMATION BUSINESS

An exciting opportunity to join a fast-growing organisation at the forefront of healthcare technology and service transformation. Working across complex patient pathways and large-scale operational challenges, you’ll lead end-to-end service design initiatives that improve experiences for patients, clinicians and healthcare teams alike.

This role combines strategic consultancy, hands-on design practice and close collaboration with healthcare providers, making it ideal for someone who thrives in complex environments and is passionate about shaping the future of healthcare services through technology and human-centred design.

Responsibilities

Lead end-to-end service design initiatives across complex patient pathways and large-scale operational challenges; Improve experiences for patients, clinicians and healthcare teams; Combine strategic consultancy, hands-on design practice and close collaboration with healthcare providers; Lead complex programmes from discovery through to implementation; Map, redesign and optimise interconnected journeys, organisational structures and operational processes; Facilitate workshops, stakeholder interviews, alignment sessions and collaborative design activities; Work closely with product managers, researchers, engineers and designers to embed user-centred thinking; Spend time on-site with healthcare partners, observing services in context and working alongside end users

Requirements

Proven experience delivering service design within healthtech, digital health or large-scale healthcare environments; Strong understanding of operational realities, governance and stakeholder complexity across healthcare systems; Experience leading complex programmes from discovery through to implementation, balancing strategic thinking with practical delivery; Track record of translating ambiguous challenges into tangible service improvements across people, process and technology; Comfortable operating in highly collaborative, stakeholder-heavy environments, able to facilitate workshops, navigate competing priorities and build trust with frontline teams, operational stakeholders, senior leadership and executive teams; Genuine systems-thinking capability to map, redesign and optimise interconnected journeys, organisational structures and operational processes; Excited by embedding themselves in real-world environments, spending time on-site with healthcare partners, observing services in context and working alongside end users; Demonstrable expertise in service design methodologies including service blueprints, ecosystem mapping, journey mapping, experience mapping, operating models and current-state/future-state design; Strong facilitation and co-design skills with experience running workshops, stakeholder interviews, alignment sessions and collaborative design activities across multidisciplinary teams; A portfolio showcasing end-to-end service design across complex, multi-stakeholder environments with evidence of discovery, prototyping, testing, implementation and measurable outcomes; Experience working closely with product managers, researchers, engineers and designers to embed user-centred thinking throughout the product and service development lifecycle; Confident use of AI-enabled tools to support research synthesis, service modelling and rapid prototyping, alongside an appreciation for the opportunities and challenges of introducing AI into regulated and high-stakes environments

Nice to have

Experience working directly with NHS organisations, trusts or public healthcare providers

Benefits

Flexible/hybrid working with regional travel (all expenses covered); Health & wellbeing benefits (+wellbeing leave); Work from anywhere policy; Additional leave days; Cashback/savings