Service Designer | Chelsea and Westminster Hospital NHS Foundation Trust

The role of Service Designer is to support this type of complex change by bringing energy, expertise, and empathy to bear in the development, execution, and management of innovation projects. In this role you will be responsible for realigning end-to-end services across care pathways, providing a sustainable foundation for the future and helping realise a revolution of the service through new clinical technologies. As a service designer you will work as part of a multidisciplinary agile team to design services for donors, families, the patients of North West London. This will include services and products across both digital and offline channels. The role also includes active participation in the development and culture of ICHP as an organisation, sharing responsibility for making ICHP a great place to work, and taking a specific managerial responsibility for the development of colleagues.

• Simultaneously lead on several external projects and provide input / advice to several others.
• Play a significant role in clarifying the problem that our work is trying to solve from a design perspective. Support partners to reflect productively on what they are wanting to address and why.
• Responsible for: Ensuring services align with service strategic direction, design principles and user needs
• Leading the co-creation and iteration of design artefacts
• Developing service proposition(s) and service maps to align the delivery team
• Championing 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)
• Designing, leading, and facilitating co-design workshops with wide range of stakeholders including end users, Imperial College Health Partners is a partnership organisation bringing together NHS providers of healthcare services, clinical commissioning groups and leading universities across North West London. We have been designated by NHS England as the Health Innovation (HIN) for North West London, and we are one of 15 HINs across England which make up The Health Innovation Network.
We were created by the NHS to support complex change across the health and care sector - innovating and collaborating for a healthier population. The NWL Research & Innovation Board has established that, to have more impact through innovation, the work we undertake together needs to focus on a smaller number of priorities. This defined and deliberate portfolio of innovation projects are known as the NWL Missions. These have been identified as:
• Optimising care of long-term conditions (starting with CVD)
• Ensuring the right care setting to reduce harm (starting with the acute pathway)
• Supporting children and young people's mental health.
As the innovation arm of the NW London ICS, ICHP has been commissioned to facilitate the coordination and collaboration of this Mission-led model. For more information please visitwww.imperialcollegehealthpartners.com Scoping and planning
• You play a lead role in the development of project plans, ensuring that the work we do is directly related to solving / resolving the problem we are trying to address, within the available timeframe and resource envelop.
• You proactively look within the organisation for examples of similar projects we have undertaken, and involve colleagues (and external specialists) who have expertise in this area of work; and you consider the range of skills in the organisation to make proposals about the team resources required to undertake the work successfully.
• You determine the planning of appropriate tasks within the project, giving consideration to a wide range of complex activities, including stakeholder management, clinical expert groups and project governance groups; and you make informed judgements about the phasing and feasibility of tasks given decision-points, governance meetings and project resources
• You apply recognised methods of project planning and documentation, providing support to others; and you regularly check back to see that the scope and plan remains relevant for the work being undertaken, proposing options where this needs to be reviewed.
Research and analysis
• You are responsible for selecting appropriate methods of research to address the defined problem / client need, giving consideration to qualitative and quantitative methods; and making recommendations about the most suitable and feasible approach given practical constraints of time and resources. You will involve domain experts from within ICHP's various skills centres.
• You are responsible for ensuring that research approaches are appropriately rigorous and systematic (i.e. proportionate to the scope of the task), and that it incorporates processes to review best practice and horizon scanning where relevant
• You will ensure that research and analysis findings and conclusions undergo relevant quality checks and quality assurance, finding collaborative and constructive ways to help build conversations about the interpretation of evidence within a project (e.g. by setting up and participating in internal review sessions).
• You are responsible for finding clear and compelling ways to present analysis to a wide variety of stakeholders (and supporting others to do the same) - using appropriate formats, such as written documents or graphical representations. Your analysis will ensure that what is described is directly and explicitly relevant to the project problem definition, and able to inform action.
Delivery, project management and resource management
• You are responsible for the delivery of several defined areas within a project or programme, coordinating your own work and that of others, and ensuring quality standards are met and that work is delivered in a cost-effective way, working with colleagues to adjust plans as required
• You are responsible for keeping an overview of the project and ensuring that progress on your own tasks, and those of others, are visible and on track; and that appropriate team conversations happen, and action is taken, where the project is off-track.
• You are responsible for the development of systems to manage and report on the progress of the project to key groups (such as a programme board), supporting colleagues to keep plans up to date; and you will ensure that timely and clear updates are available to members / clients, as required.
• You seek to apply recognised methods of project management and documentation, providing support to others; and you actively consider project risks and issues, taking action to mitigate and escalate, as required.
• You support in providing guidance and management on the procurement of identified products, equipment, services and facilities - relevant to a project - placing orders and signing invoices where mandated, keeping mindful of budget limitations; and you act in a way that is compliant with Standing Orders and Standing Financial Instructions in the discharge of budget management responsibilities.
Reflecting and learning
• You participate in structured processes of learning and skills development through the core skills centre teaching sessions, and you actively seek to put these into practice in project work.
• You participate in formal and informal processes of reflection and learning at the end of projects; and you recognise and celebrate successes as well as identifying opportunities for improvement.
• You play a significant role in documenting and sharing lessons learnt related to your specialism, and actively contribute to the development / refinement of methods of practice, showing thought leadership in some defined areas.
Communications and stakeholder engagement · You are responsible for engaging constructively with a wide range of internal and external stakeholders on a range of complex issues. You will be able to build key relationships and maintain networks internally and externally to ensure the delivery of projects. · You are able to convey and discuss complex matters, issues and ideas and/or in complex situations, and you are persuasive in putting forward your own view, and that of the organisation · You will be able to confidently employ a variety of styles of written and verbal communication (including email, written reports, meetings, presentations); and you can exercise good judgement to ensure that the content of communications are relevant, proportionate, and communicated in a style that is appropriate for the situation. · You can identify the impact of contextual factors on communication, and adapts communication to take account of others' culture, background and preferred way of communicating · You ensure that your communication exhibits the highest standards of integrity and respectfulness; and that the form and style that you use is suitable, understandable and professional. · You encourage and support effective communication between all involved, anticipating barriers to communication · You develop and maintain respectful and clear communication with people Personal and people
• You will be responsible for updating the organisation's tools to make visible the time you have spent on projects, and to give a 'forward look' about your availability
• You will seek feedback from others about your work to help identify positive practices and development needs
• You will work with your manager to identify development needs in relation to current and emerging work demands, and your future career aspirations
• You will be responsible for a combination of direct line management and project-based team management.
• You will support others to develop by providing specific and actionable feedback, delivered in a constructive and respectful manner; you will offer help and guidance to others, where appropriate, to support their development or to help them complete their work requirements effectively; and you will proactively identify opportunities for line reports to build and apply their skills in emerging projects that align with their capabilities and development objectives.
• You actively support a culture of learning and development in the organisation, and provide direct support to line reports to reflect on performance and development needs.
• Line management of up to two senior staff (Band 8a)
Quality and improvement
• You are responsible for delivering high quality consistently, and encouraging others to do so, applying and refining recognised methods as set out within the organisation's skills centres.
• You will work with self-direction and autonomy demonstrating an ability to prioritise your own workload and manage your time to ensure priorities are met and quality is not compromised; and you act within the limits of your own competence and area of responsibility and accountability, seeking help and advice where needed.
• You will work to support the team and the organisation overall, being supportive when people ask for help or support, within reasonable expectations of your capacity and capability.
• You actively contribute to improving quality by developing and refining skills centre methods and approaches, sharing and promoting these approaches across the organisation, and taking action where there is a persistent problem with quality.
Relationship management
• You support good relationship management across a project team, and across the organisation; and you are proactive about forging links within ICHP to understand the spectrum of work that we undertake, and the range of capabilities within the organisation.
• You take responsibility for understanding the stakeholder's context and challenges, and for developing and maintaining complex relationships across a portfolio of work.
• You can navigate significant ambiguity and can form judgements about action based on reasoned assessment of the context, with direction where required; and you can develop more strategic and recurrent relationships
• You will work with external stakeholders to establish clear and realistic expectations about projects (including milestones, risks and issues); and you can engage productively with project stakeholders when risks or issues arise.
Organisational leadership
• You show leadership by example, taking ownership of your responsibilities, and being willing to be held to accountable for delivery; and you lead across teams, making a felt contribution to the culture of leadership, team work and collaboration.
• You role-model ethical behaviours, developing and communicating standards and expected levels of performance
• You take an interest in the development of the organisation overall, you are prepared to share views about the ICHP constructively, and you play an active role in corporate improvement projects.
  
  Experience of applying service design methodologies
• Extensive further experience gained through on the job training in user-centred design disciplines
• Knowledge and experience of Microsoft Office products
• Strong understanding of how digital economy is changing user behaviour and public sector landscape
• Experience applying technical knowledge and experience to create or design workable prototypes, both programs and physical outputs
• Ability to understand users, identify who they are and what their needs are and use these to design approaches or services to meet these needs.