Head of User-Centred Design

Location: Cardiff/Hybrid

Do you have a passion for delivering exceptional user experiences? Are you a dynamic leader ready to drive user-centred design (UCD) in a complex, impactful healthcare environment? If so, we want to hear from you!

The Role

As Head of User-Centred Design (UCD), you will lead a community of designers, researchers, and interaction specialists to design accessible, user-friendly systems, products, and services for DHCW. This is a strategic leadership role where you will:

• Advocate for user-centredness and embed UCD principles across the organisation.
  
  
• Build and grow a thriving UCD community, providing tools, guidance, and frameworks for excellence.
  
  
• Shape and execute DHCW’s design vision to enhance healthcare delivery and user experiences.
  
  
• Lead, coach, and inspire multidisciplinary teams to deliver high-quality, user-focused digital transformation.
  
  Key Responsibilities
  
  Leadership & Strategy
  
  Develop and scale the UCD community, embedding best practices and standards.
  
  Act as a visible advocate for UCD at all levels, influencing key decision-makers.
  
  Drive cultural change by championing user-centred design across DHCW and the wider healthcare system.
  
  Provide strong leadership, assessing capacity and capability to meet the demands of the organisation’s digital roadmap.
  
  Delivery & Innovation
  
  Lead the creation of user-centred products and services through collaboration with delivery teams.
  
  Ensure that services meet the needs of users while aligning with service standards (e.g., GDS, Welsh Service Standards).
  
  Coach teams to translate user insights into actionable improvements across the product lifecycle.
  
  Pioneer innovative ways to engage with diverse stakeholders to inform design and service delivery.
  
  Community Building & Development
  
  Foster a supportive and inclusive UCD community of practice, promoting continuous professional development.
  
  Support the recruitment of UCD professionals, being a panel member for roles across the organisation.
  
  Shape UCD processes and outputs, ensuring consistency and quality across the organisation.
  
  Represent DHCW’s UCD capability nationally, building partnerships across the NHS and the wider public sector.
  
  Communication & Influence
  
  Build strong relationships with senior leaders, stakeholders, and partners to drive awareness and adoption of UCD principles.
  
  Use storytelling and insights to influence strategic decisions and organisational change.
  
  Communicate effectively with diverse audiences, presenting complex information clearly and persuasively.
  
  Financial Oversight
  
  Manage budgets for the UCD community and contribute to business cases for investment in UCD initiatives.
  
  What We’re Looking For
  
  Qualifications & Knowledge:
  
  
• Master’s degree (or equivalent experience) in a relevant field.
  
  
• Deep understanding of the range of user-centred design practices and agile product management methods.
  
  
• Advanced understanding of service standards and their application in healthcare and public sectors.
  
  Experience:
  
  
• Proven track record of creating and leading UCD teams in complex organisations.
  
  
• Significant expertise across UCD functions, including service design, user research, interaction design, and content design.
  
  
• Significant experience establishing and leading communities of practice.
  
  
• Strong ability to coach and mentor teams through the full product lifecycle.
  
  Skills & Attributes:
  
  
• Exceptional communication, negotiation, and influencing skills.
  
  
• Ability to balance strategic vision with operational detail, thriving under pressure.
  
  
• Expertise in turning user insights into actionable service improvements.
  
  
• Resilience, adaptability, and a collaborative leadership style.
  
  Desirable:
  
  
• Experience in the health sector.
  
  
• Welsh language skills at Level 1 or above.
  
  Why Join Us?
  
  At DHCW, we are transforming healthcare through innovative digital solutions. As Head of UCD, you’ll play a pivotal role in shaping services that impact the lives of patients, staff, and the wider healthcare system. We offer a supportive environment where your expertise will drive meaningful change and create a lasting legacy.
  
  Apply now and make a difference!
  Join us on our journey to revolutionise healthcare through exceptional user-centred design.
  
  Closing date for applications: 08 December 2024