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In this role, you are accountable for:

1. Analyse failure within services and identify root causes for that failure
2. Identify opportunities for cost reduction and improvement within an existing service
3. Understand user needs and identify where separate interactions with government should act as one service that meet that need
4. Arrange these separate interactions into rational user journeys within that service
5. Look for commonalities in activities across services where products could be made
6. Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the new 
service - both digital and process based
7. Create and rapidly iterate service prototypes
8. Identify ad design new service patterns and standards
9. Understanding of user centred design within agile development
10. Be able to sketch and prototype on paper and in HTML
11. Be able to work quickly in an agile environment
12. Be able to explain ideas in a way that other people understand
13. Welcome the constructive criticism of their work and be able to constructively review the work of others
14. Know how to interpret user research
15. Understand how form and function work together
16. Know how to remove complexity from services
17. Be able to write for user interfaces
18. Explain design decisions and be able to represent a service at a service assessment
19. Assess a service and give constructive feedback
20. Put forward the case for design with a product manager
21. Collaborate on designs with a developer
22. Engage the whole multidisciplinary team with the design process
23. Lead a workshop
24. Work at pace
25. Conduct design reviews with the service delivery teams to ensure that outputs meet the required NHSBSA standards and fall in line 
with the approved standards and patterns
26. Conducting meaningful appraisals and 1-1s, identifying and meeting development needs, implementing, monitoring, evaluating and reporting on the impact and success of implemented training plans
27. Receive and act upon and where possible resolve a range of escalations including staffing, disciplinary procedures, resourcing 
business and technical, to secure satisfactory outcomes. Where unable to resolve, providing sufficient detail, escalate to the 
appropriate levels within the organisations, within agreed policies, procedures and processes to ensure appropriate resolution. 
28. Undertake recruitment and selection in line with organisational processes, and participate in the implementation and delivery of 
initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business 
landscape.
29. Provide feedback to support and encourage teams and individuals to develop thinking and independently work through issues, to
reach solutions based outcomes. Leading by example by seeking, providing and implementing individual feedback to improve ways 
of working and own performance. 
30. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives. 
31. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business
32. Keeping abreast of technological and maintain an excellent understanding of the use of technology in delivering business objectives. 
33. Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions, 
processes and work as required, and in conjunction with agreed procedures.
34. Maintain own knowledge and expertise at the forefront of sector knowledge. Investigate research and development to support future 
business needs. Develop an understanding of emerging technologies and business opportunities

In addition to the above accountabilities, as post holder you are expected to:

Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.

Demonstrate NHSBSA values and core capabilities in all aspects of your work.

Foster an environment where your own and colleagues’ safety and well-being is promoted.

Contribute to a culture which values diversity and inclusion.

Comply with NHSBSA policies, procedures and protocols as they apply to your role.

Working relationships

Responsible to: Service Delivery Lead and Line Manager

Key relationships and connections:

• Digital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers)
• Internal and external stakeholders
•  Non-profit organisations e.g. Citizens Advice