Service Design Specialist

Design Specialist
Head Office, Dunkeld
Service Design Specialist

An exciting career opportunity has arisen for the position of Service Design Specialist at Life Healthcare, Head Office, reporting to the Head of Product Development. The role will focus on bringing experience design best practices to the services blueprints for Value-Based Care clinical product. All touchpoints and artefacts in the end-to-end user journeys of each product must be clearly defined from the user's perspective.  In order to deliver care seamlessly across the care continuum, LHC needs to design and develop products which elevate the service experience and sequence the actions of patients and clinicians into workflows.

Critical Outputs


  • Apply the principles of behavioural design (design thinking + behavioural science).

Co-create fit for purpose products

  • Work closely with the Product Development Specialist & Clinical Directorate in the development of products for clinical teams to execute in the acute and out of hospital setting. 

Patient experience & satisfaction advocacy

  • Champion continuous improvement of the patient service experience by incorporating patient needs and their perspectives in the development process and elevating their role in value creation.

Co-create service experience

  • Define and articulate user stories by gathering deep insights and involvement from target clinicians and patient interactions about their needs and context, as completely as possible to enhance service design.
  • To personalise the design approach and elaborate tailor-made specifications
  • To facilitate the internal communication in order to decompartmentalise the services or stakeholders involved in the realisation of the project
  • To alert on the different options and modalities of the project’s implementation
  • To put the companies’ needs and strategy into perspective, in order to ensure the coherence of the project. 

Integrate services along the Care Continuum

  • Understand the different stages in the clinical service process to determine how best to integrate our resources and sequence all actions in the delivery of care.
  • Design and map out all the physical and online touch points, supporting processes and physical artefacts in end-to-end user journeys.
  • Implementation planning of the product including piloting the service design, monitoring, and continuous improvement.
  • University degree
  • 3-5 years of professional service design experience in a design consultancy or equivalent position
  • Proven designs and experience of launched services that have been implemented
  • Deep expertise in design thinking/human-centered design
  • In-depth knowledge and experience within a relevant service design discipline
  • Knowledge and skill in human-centred design, design thinking
  • Experience designing user experience in a healthcare setting would be advantageous
  • Customer-centricity
  • Strong interpersonal skills, as well as strong verbal and written communication skills
  • Critical thinking skills and out-of-the box thinking
  • Ability to work in a team, with dynamic reporting lines and multiple stakeholders
  • Results orientation
  • Organisational awareness
Closing date
Thursday, May 19, 2022

Internal applicants - Before making an application, you are requested to discuss your application with your line manager. External candidates will also be considered.

Explore our vacancies and find the right opportunity for you. Download the application form and email to the relevant contact person specified in the job advertisement.

Life Healthcare is an Equal Opportunity Employer. 

Please note that Life Healthcare has a mandatory Covid vaccination policy. Only fully covid vaccinated external candidates will be considered.

Only vaccinated external candidates will also be considered.

Thank you for your interest in this opportunity. Kindly note that only short-listed candidates will be contacted.  Applicants who have not been contacted within two weeks of the closing date of this advert, should consider their application as unsuccessful.

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