Job Advert
3 Positions Available
About the Organisation:
National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHSScotland providing invaluable support and advice at a strategic and operational level. NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in-class systems and standards. Our priority is always the same – to improve the health and well-being of the people of Scotland. We do this by working in partnership with colleagues across Health and Social Care to deliver fit for purpose solutions and systems, delivering high quality services that help our stakeholders to free up resources so they can be re-invested into essential services.
As a vital part of NHS Scotland, NHS National Services Scotland’s mission is to enable and support the delivery of better health and better care, working in partnership. We do this by providing a range of specialised support services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.
Programme Management Services (PgMS) are part of NSS. We are one of the fastest growing centres of excellence in transformational change and programme management in the UK. PgMS are a strategic partner for NHS Scotlands health and social care.
We have over 220 staff covering disciplines including project and programme management, business analysis, Lean and user design. Our staff bring extensive experience in the design and delivery of complex national programmes and a proven track record in large-scale transformational change. Our experience includes a diverse range of programmes including the launch of new national health bodies, transformation of patient and diagnostic services across Scotland to the successful delivery of multi-million-pound capital construction programmes.
Recently our work has seen us redesign services to make them more responsive to patient needs, lead strategic programme that will underpin transformative healthcare delivery over the next 20 years as well as harness opportunities and innovations that emerged during the pandemic.
We are proud to be part of the NHS driving change in the NHS.
The Post:
The Senior User Researcher role is an established role in our Service Design Hub established in 2019 to embed user centered design approaches in Health and Social Care projects across Scotland.
Our senior user researchers are responsible for designing and conducting research activities which champion the voice of the user. Whether evaluating an existing product or service, or generating insights and ideas for a new one, they are expected to define and conduct whatever research activities are needed to identify opportunities for improvement and innovation.
There is no typical day, customer, or project but the focus is on:
- Planning, designing, and conducting a variety of research across the service design lifecycle ensuring that your plan is proportionate to the customers available resources
- Supporting in the assessing and mapping of user experiences, evaluating user needs, anticipating future requirements, uncovering areas for potential improvement, and the development of to-be product and service visions.
- Developing research frameworks that articulate the plan and process to the customers
- Synthesising qualitative and quantitative data to turn research findings into business recommendations.
- Assessing the potential impact and value of any recommended improvements / innovations.
- Communicating your findings through appropriate research outputs, including user needs and stories, personas, user journeys, service blueprints, design concepts, research reports and presentations
- Running co-design and research workshops with stakeholders to uncover insights, and share research findings and insights.
Managing and reporting to project stakeholders, whist managing your time across other teams.
The Candidate:
- You will be an experienced researcher with service transformation experience, who enjoys working in a fast-paced multi-disciplinary team, often on a variety of engagements at one time.
- You have a strong focus on users and advocate for ethical approaches – confident engaging in meaningful interactions with users and seeking the unheard voices in order to develop inclusive design solutions
- You will have skills in data visualisation, story-telling and narrative development to convey relevant insights and messages to inform the redesign of services. You will have excellent communication skills – confident communicating between the technical and non-technical
- You will be comfortable working at pace and delivering the most comprehensive research possible within time constraints
- You will be happy working in a collaborative environment
- You will always be brave enough to ask the right questions and do the right thing
- You are happy working in the unknown and comfortable exploring different solution options before landing on the right outcome
Location and Working Pattern:
- Gyle Square, Edinburgh or Meridian Court, Glasgow or Dundee.
- However, it should be noted that NSS is currently in the process of relocating from Meridian Court to nearby Delta House, 50 West Nile Street Glasgow G1 2NP.
- NSS currently operates a hybrid working model.
- Monday to Friday, 37.5 hours per week.
It is a condition of this employment that you must live and remain a resident within the UK for the post in which you will be employed with NSS.
Benefits:
- The opportunity to improve services in health and social care across Scotland
- Great training in all aspects of service design and transformation should you need it
- A really flexible, improvement focused team who support each other in a real community of practice
- Our benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits
Further information:
To arrange an informal discussion, please email us at NSS.pgms-pmo@nhs.scot
Please note we are also recruiting for Lead Service Designer (123395), Business Analysts (139588) and Service Designer (126512).
Please note that unless there are exceptional circumstances, successful candidates will start on the salary scale minimum.
The interview process will be a two-stage process with a technical assessment followed by a panel interview for applicants who pass the technical assessment.
Closing date for completed applications is 30th May 2023.
Further information on NSS is available from: www.nhsnss.org
Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).
NHS National Services Scotland is an equal opportunities employer and as committed participant in the disability confident scheme, guarantees to interview all disabled applicants who meet the minimum criteria for our vacancies