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Lead Service Designer

Premium Job From Care Quality Commission
Recruiter: Care Quality Commission
Listed on: 24th August
Location: Homebased - Flexible, United Kingdom
Salary Notes: £ 50,466 (National Framework) or £55,484 (London Framework - if you are London office based or homebased and live within the boundary of the M25)
Type: Contract
Start Date: ASAP

Lead Service Designer
Homebased - Flexible, United Kingdom
Grade A - A £ 50,466 (National Framework) or £55,484 (London Framework - if you are London office based or homebased and live within the boundary of the M25)
Contracted Hours: Full time 37 hours per week
Contract Type:  Fixed Term, Secondment 1 x 18 months

Closing date: 19th September 2021 at 11.59pm

Are you committed to helping us regulate health and social care within England?

We are looking for individuals who are caring, demonstrate integrity, work well as part of a team and always strive for excellence in everything they do. Help us make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.

Let us tell you a little bit about the role....

The Care Quality Commission (CQC) is transforming how it designs and delivers digital services, building capacity across the organisation for better service delivery.

We have a fantastic team of passionate and creative individuals who are integral to achieving this ambition, ensuring we deliver change that adds value and creates an outstanding experience for the people who use our services.

Our portfolio is diverse in nature and offers some incredibly exciting opportunities to get involved in work that is truly innovative and forward thinking.

To support this important mission, we are looking for a Service Designer to set the direction for design across complex transformation programmes.

What we're looking for from you...

You will be passionate about building the foundation for how we work in future, using digital platforms to enable us to become a flexible and insight-driven regulator, and to understand how people experience care across an area.

You will lead multidisciplinary teams in designing the end-to-end journey of digital services to help users complete their goal and allow CQC to deliver a policy intent.

You will be a specialist in leading design across multiple agile digital delivery teams, working closely with senior stakeholders across the programme to ensure the effective delivery of services.

You will also help lead our design community, sharing your skills, knowledge and experience with others across CQC and the wider health and social care sectors.


  • Accountable for service design across complex, high-impact products and services
  • Lead and motivate multiple multidisciplinary teams and senior stakeholders in the application of service design and user-centred design tools and techniques
  • Capture the entire perspective of a service, setting the vision and turning interactions into simple user journeys
  • Lead service design in a complex regulated environment, able to understand user needs and track interactions across channels, identify dependencies across services and coordinate design activity across multiple teams
  • Lead teams in communicating product iterations using recognised agile approaches
  • Welcome constructive criticism of your work and constructively review the work of others
  • Build collaborative relationships and work effectively within an agile environment with colleagues
  • Actively lead the design community in CQC and across government, learning, sharing and applying skills and knowledge to improve, and being an advocate for design in CQC

Essential Skills and Experience:

  • Deep understanding of service design methods and practice, with proven experience using data and user feedback to improve services
  • Significant track record of successfully designing digital products and services at scale
  • Experience in matrix-managing multiple multidisciplinary design teams in the delivery of digital product and services
  • Significant track record of successfully designing digital products and services at scale, using service blueprints, user flows, journey maps and other artefacts to help communicate how services can be delivered end-to-end
  • An expert design practitioner with a deep understanding of disciplines such as user research, user experience, content design, and interaction design

Contact Name: CQC
Reference: TJ/8249/682
Job ID: 2971027

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