Senior UX & Service Designer

📍 Job Overview

Job Title: Senior UX & Service Designer

Company: Doccla

Location: London, England, United Kingdom

Job Type: FULL_TIME

Category: UX/Service Design (Healthtech Focus)

Date Posted: 2026-08-06T09:28:46

Experience Level: 5-10 Years

Remote Status: Hybrid (Minimum 1 day/week in London HQ)

🚀 Role Summary

• This role is central to optimizing the patient journey in virtual care and remote patient monitoring, focusing on critical metrics like enrollment, onboarding, and engagement.

• The Senior UX & Service Designer will be responsible for the end-to-end patient experience across digital, voice, and physical touchpoints, acting as the primary advocate for the patient.

• Success in this role is measured by tangible improvements in key performance indicators, directly impacting patient outcomes and operational efficiency.

• The position requires a strong, actionable bias towards implementing solutions rather than solely producing design artifacts, with a deep understanding of user research and data analysis.

📝 Enhancement Note: While the title and description lean heavily into UX and Service Design, the emphasis on patient outcomes, operational workflows, and cross-functional collaboration with logistics and clinical teams positions this role within a broader GTM (Go-To-Market) operations context, particularly concerning the patient onboarding and engagement funnel. The requirement to "own the numbers" and translate company metrics into granular, patient-level tracking also highlights a strong operations component.

📈 Primary Responsibilities

• Map and critically analyze patient journeys across all touchpoints (apps, voice, SMS, email, letters, support scripts, logistics, physical devices) to identify and eliminate barriers to enrollment, onboarding, and engagement.

• Define, instrument, and analyze granular patient-level metrics in collaboration with the data team to drive data-informed design decisions and measure the impact of implemented solutions.

• Conduct comprehensive user research, including open-ended discovery and focused usability testing, with diverse user groups (elderly, low digital literacy, cognitive/sensory impairment, carers, anxious individuals, non-native speakers) to inform design strategy.

• Own and develop the content design and tone of voice for all patient-facing communications, ensuring clarity, empathy, and effectiveness.

• Collaborate closely with Product Managers for Enrollment and Engagement, as well as engineers, to ensure seamless implementation of design solutions, minimizing handoffs and maximizing impact.

• Partner with cross-functional teams including technology, operations, logistics, clinical, regulatory, and commercial departments to ensure a holistic and integrated patient experience that extends beyond software.

• Contribute to and maintain the company's design system to ensure consistency across all user experiences and enable self-service for product managers and engineers.

• Support regulatory commitments by conducting usability testing, including use-related requirements and risk analysis, formative evaluation, summative validation, and contributing to the usability engineering file.

📝 Enhancement Note: The responsibilities emphasize a hands-on, results-oriented approach, moving beyond traditional design deliverables to direct impact on operational metrics like enrollment and engagement. The explicit mention of "owning the numbers" and working with data teams underscores a critical operations function.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio demonstrating a deep understanding of user-centered design principles and their application in complex service environments is essential.

Experience: 5+ years of professional design experience, with a significant portion gained within a startup or scale-up environment, is required.

Required Skills:

• UX/Product Design: Proficiency in creating wireframes, interactive prototypes, and polished production-ready designs, with the discernment to apply the appropriate level of fidelity for each stage of the design process.

• Service Design: Expertise in journey mapping and service blueprinting to visualize and optimize complex service ecosystems.

• User Research: Demonstrated ability to conduct both generative (open-ended discovery) and evaluative (focused usability testing) research, including participant recruitment, facilitation, synthesis, and action planning.

• Content Design & Tone of Voice: Strong capability in crafting clear, empathetic, and effective patient-facing communications across various channels.

• Data Literacy & Metrics-Driven Approach: Proven ability to translate company and team metrics into actionable, patient-level tracking, and to use data to validate design decisions and measure impact. Evidence of moving a key metric is crucial.

• Designing for Diverse Users: Experience and a genuine understanding of designing for non-expert, vulnerable, or technologically less literate users, including those with sensory or cognitive impairments, and carers acting on behalf of others.

• AI Tool Proficiency: Native user of AI in daily work, demonstrating an understanding of how AI can enhance design processes and user experiences.

Preferred Skills:

• Health Tech Experience: Familiarity with the unique challenges and opportunities within the healthcare technology sector.

• Regulated Industry Experience: Understanding of working within regulated environments, particularly those with stringent compliance requirements (e.g., CQC in the UK).

• Integrated Product/Service Design: Experience designing solutions that combine software, hardware, and service components.

• Generative AI Design: Experience designing user interfaces for generative AI applications, such as voice interfaces or LLM-mediated interactions.

• Front-End Development Skills: Basic front-end development skills or a strong aptitude and willingness to develop these skills.

📝 Enhancement Note: The emphasis on "evidence you moved a number" and the requirement for AI tool proficiency strongly suggest a need for candidates who can demonstrate quantifiable impact and leverage modern technology, aligning with forward-thinking operations and product development practices.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Impact: Showcase case studies that clearly articulate a specific problem, the design solution implemented, and quantifiable results achieved (e.g., improvements in enrollment rates, onboarding completion, patient engagement scores).

• End-to-End Journey Focus: Include examples of how you've mapped and optimized complex patient journeys that span digital interfaces, communication channels, and operational/logistical processes.

• User Research & Synthesis: Provide evidence of your research process, including methodologies used, key insights derived, and how these insights directly informed design decisions.

• Cross-Functional Collaboration: Illustrate instances where you've worked effectively with engineering, operations, clinical, and commercial teams to deliver integrated solutions.

• Design System Contribution: If applicable, showcase contributions to design systems or examples of maintaining design consistency across multiple platforms and touchpoints.

Process Documentation:

• Journey Mapping & Blueprinting: Examples of detailed patient journey maps and service blueprints that highlight pain points and opportunities for improvement across the entire care pathway.

• Usability Testing Protocols & Reports: Documentation of usability testing plans, participant recruitment strategies, testing protocols, and synthesized findings with actionable recommendations.

• Content Design Guidelines: Examples of content strategy, tone of voice guidelines, and specific patient-facing communication assets (e.g., SMS templates, email copy, script outlines).

• Metrics & Analytics Frameworks: Demonstrate how you've defined, tracked, and analyzed key performance indicators to measure the success of design interventions.

📝 Enhancement Note: The portfolio requirements are heavily focused on demonstrating tangible impact and a holistic approach to user experience that integrates digital products with operational services. This aligns with operations roles that require the ability to manage and optimize complex customer journeys.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Senior UX & Service Designer role in London with 5-10 years of experience, particularly within the healthtech sector, the estimated annual salary range is £65,000 - £85,000. This estimate considers the company's Series B funding and its position as a growing scale-up.

Benefits:

• Annual Leave & Holidays: 25 days of annual leave plus up to 8 UK bank holidays, with an option to buy or sell holidays.

• Remote Working: Flexible remote options and a remote working stipend provided.

• Financial Benefits: Employee stock options, 4% pension contribution on full basic pay, and 4x salary life insurance.

• Health & Wellness: Private health insurance, comprehensive parental leave (4 months full pay for birthing parent, 4 weeks full pay for non-birthing parent, phased return to work), sick pay.

• In-Office Perks (London HQ): Free daily lunch and a pet-friendly office environment.

• Learning & Development: £500 annual Learning & Development budget per person.

• Cycle to Work Scheme: Available for commuting.

• Via Smart Health: Access to 24/7 GP appointments, mental health support, nutrition & fitness advice, and second opinions/health checks.

Working Hours: The role is full-time, typically around 40 hours per week, with a hybrid work arrangement requiring a minimum of 1 day per week in the London HQ.

📝 Enhancement Note: Salary is an estimation based on London market rates for similar roles and experience levels in the tech/healthtech startup sector. The provided benefits package is comprehensive and competitive for a scale-up environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthtech, specifically focusing on Virtual Care and Remote Patient Monitoring solutions for hospitals and health systems. Doccla is a key player in reducing hospital pressure and improving patient outcomes through innovative technology and services.

Company Size: Doccla is a scale-up company that has secured significant Series B funding (£35m), indicating rapid growth and a dynamic operational environment. This size typically means a blend of established processes and the agility of a startup, offering opportunities for significant impact.

Founded: Doccla was founded with a mission to redefine healthcare delivery, focusing on patient-centric virtual care. Its growth trajectory, backed by substantial investment, highlights a strong market fit and ambition.

Team Structure:

• The operations and design teams are likely integrated, with the Senior UX & Service Designer collaborating closely with Product Managers, Engineers, Operations, Logistics, and Clinical teams.

• Reporting lines will likely involve a Head of Product or Design Lead, with significant autonomy and direct influence on patient-facing strategies.

• Cross-functional collaboration is a cornerstone of Doccla's approach, emphasizing shared ownership of patient outcomes and experience across all departments. Methodology:

• Data-Driven Decision Making: Emphasis on using quantitative and qualitative data to inform design and service improvements, with a focus on measurable outcomes.

• Agile & Iterative Development: A culture of rapid iteration, experimentation, and continuous improvement based on user feedback and performance metrics.

• Patient-Centricity: All processes and designs are fundamentally driven by the needs and well-being of patients, particularly vulnerable populations.

Company Website: https://careers.doccla.com

📝 Enhancement Note: The company's focus on healthtech and virtual care, coupled with its scale-up status and investor backing, suggests a fast-paced, mission-driven environment where operational efficiency and user experience are paramount to success.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior individual contributor, expected to lead complex design initiatives and drive significant improvements in patient experience and operational metrics. It requires a high degree of autonomy and strategic thinking, with the potential to influence product and service roadmaps.

Reporting Structure: The Senior UX & Service Designer will likely report to a Head of Product, Design Lead, or a similar senior leadership role within the product or design function. They will work collaboratively with Product Managers for Enrollment and Engagement, indicating a matrixed reporting or strong project-based collaboration.

Operations Impact: The role has a direct and profound impact on Doccla's core mission by improving patient enrollment, onboarding, and engagement. This directly influences patient outcomes, hospital capacity utilization (virtual wards), and the company's overall market penetration and success. The ability to "move a number" signifies a tangible contribution to revenue-generating and cost-saving operations.

Growth Opportunities:

• Leadership in Design: Potential to grow into a Design Lead or Head of Design role as the company scales, managing a team and setting design strategy.

• Specialization: Deepen expertise in healthtech UX/service design, generative AI applications, or regulated product development.

• Cross-Functional Expertise: Gain in-depth knowledge of operations, logistics, clinical workflows, and commercial strategies through close collaboration.

• Impactful Project Ownership: Lead high-visibility projects that shape the future of virtual care and remote patient monitoring.

📝 Enhancement Note: The role offers a clear path for career advancement within a rapidly growing healthtech scale-up, with opportunities to deepen expertise and take on leadership responsibilities, aligning with typical career aspirations for senior operations and design professionals.

🌐 Work Environment

Office Type: Doccla operates a hybrid work model with a primary office presence at a WeWork HQ in London. This provides access to modern co-working facilities, including lunch and coffee amenities. Some teams operate fully remotely, but this specific role requires significant in-person collaboration.

Office Location(s): The primary physical collaboration hub is the London HQ. Doccla also has operations and teams in Denmark and Germany, suggesting an international outlook and potential for cross-border collaboration.

Workspace Context:

• Collaborative Environment: The London WeWork space is designed to foster collaboration, with meeting rooms and open areas conducive to team interactions and workshops.

• Tools & Technology: Access to standard office technology and likely a robust digital toolkit for design, research, and communication. The company encourages the use of AI tools.

• Team Interaction: The hybrid model necessitates intentional interaction, with the expectation of at least one day per week in the office to facilitate synchronous collaboration, brainstorming, and relationship building with colleagues.

Work Schedule: The standard full-time work schedule is approximately 40 hours per week. The hybrid arrangement allows for flexibility in work location on designated remote days, while ensuring dedicated time for in-person collaboration.

📝 Enhancement Note: The hybrid work environment with a mandated minimum of one day per week in the London office underscores the company's emphasis on in-person collaboration for strategic design and operational alignment, a common practice in scale-ups balancing flexibility with team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, focusing on your CV and portfolio to assess your experience, skills, and alignment with the role's requirements.

• Portfolio Presentation & Discussion: Expect to present 1-2 key case studies from your portfolio, detailing your process, challenges, solutions, and quantifiable impact. This will likely involve a discussion with members of the hiring team (e.g., Product Manager, Head of Design).

• Design Challenge/Workshop: A practical exercise, potentially involving a case study or a problem-solving session focused on patient experience, service design, or data interpretation. This may be conducted as a take-home assignment or an in-person/virtual workshop.

• Cross-Functional Interviews: Meetings with key stakeholders from engineering, operations, and clinical teams to assess collaboration style, communication skills, and understanding of their respective domains.

• Final Interview: A conversation with senior leadership to discuss strategic alignment, cultural fit, and long-term career aspirations within Doccla.

Portfolio Review Tips:

• Focus on Impact: Prioritize case studies that clearly demonstrate how your design interventions led to measurable improvements in key metrics (enrollment, engagement, patient satisfaction, operational efficiency). Quantify your contributions whenever possible.

• Showcase Process: Clearly articulate your design process, from research and ideation to implementation and iteration. Highlight your problem-solving approach and how you navigated challenges.

• Highlight Diverse User Experience: Include examples of designing for vulnerable or non-expert users, showcasing your empathy and ability to create accessible and inclusive experiences.

• Integrate Service & UX: Demonstrate how you've seamlessly blended UX design for digital products with service design principles for physical touchpoints and operational workflows.

• Prepare to Discuss Data: Be ready to discuss how you used data (qualitative and quantitative) to inform your decisions and measure success.

Challenge Preparation:

• Understand the Patient Journey: Familiarize yourself with the challenges of virtual care and remote patient monitoring, especially for elderly or less digitally literate populations.

• Think Holistically: Consider solutions that go beyond just the app interface, encompassing communication, logistics, and human support.

• Data-Driven Solutions: Be prepared to propose data-informed approaches to problem-solving and demonstrate how you would measure success.

• AI Integration: Consider how AI tools could be leveraged to enhance the patient experience or streamline operational processes.

📝 Enhancement Note: The interview process emphasizes practical application, data-driven results, and cross-functional collaboration, aligning with the operational demands of a healthtech scale-up. The portfolio review is critical for demonstrating tangible impact.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (or similar industry-standard tools for wireframing, prototyping, and high-fidelity design).

• Service Design Tools: Miro, Mural, Lucidchart (or similar for journey mapping, service blueprinting, and collaborative workshops).

• User Research Platforms: UserTesting.com, Lookback, Maze, or similar tools for conducting remote usability testing and gathering feedback.

• AI Tools: Candidates are expected to be native users of AI in their daily work, implying familiarity with generative AI tools for ideation, content creation, or workflow optimization.

Analytics & Reporting:

• Data Analysis Platforms: Familiarity with tools like Google Analytics, Amplitude, Mixpanel, or SQL for querying and analyzing user data.

• Dashboarding Tools: Experience with tools like Tableau, Looker, or Power BI for visualizing data and communicating insights.

CRM & Automation:

• While not explicitly stated as a primary requirement for this design role, an understanding of CRM systems (e.g., Salesforce, HubSpot) and marketing/customer engagement automation platforms (e.g., Braze, Intercom) may be beneficial for understanding the broader customer lifecycle and data flow.

📝 Enhancement Note: The emphasis on AI tools and data analysis platforms highlights a modern approach to design and operations, requiring candidates to be proficient in leveraging technology for efficiency and insight generation.

👥 Team Culture & Values

Operations Values:

• Patient-First: Every decision and action prioritizes patient safety, outcomes, and experience above all else. This drives operational processes and design choices.

• Action-Oriented & Bias for Action: A proactive approach to problem-solving and implementation, with a focus on delivering tangible results rather than getting bogged down in analysis paralysis.

• Ethical Conduct: Upholding the highest ethical standards in healthcare and business operations, particularly concerning patient data and well-being.

• Data-Driven & Iterative: A commitment to using data to inform decisions and a culture of continuous learning and improvement through experimentation.

• Collaboration & Ownership: Encouraging shared responsibility across teams and empowering individuals to take ownership of their work and its impact on the company's mission.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration between design, product, engineering, operations, and clinical teams is crucial for delivering integrated patient experiences.

• Open Feedback Culture: A willingness to give and receive constructive feedback to foster growth and continuous improvement.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across teams to build collective expertise.

• Experimentation: A supportive environment for testing new ideas and approaches, embracing both successes and learnings from failures.

📝 Enhancement Note: Doccla's culture appears to be a blend of mission-driven healthcare values and agile, results-oriented startup practices, with a strong emphasis on collaboration and continuous improvement, which are key for successful operations teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Vulnerable Users: The core challenge lies in creating accessible, intuitive, and empathetic experiences for a diverse user base, including the elderly, those with low digital literacy, and individuals with cognitive or sensory impairments.

• Integrating Physical & Digital Services: Seamlessly bridging the gap between digital interfaces, patient communications, and physical logistics (device delivery, setup) requires complex service design and operational coordination.

• Driving Measurable Impact: Translating design efforts into quantifiable improvements in enrollment, onboarding, and engagement metrics requires robust data tracking, analysis, and a clear link between design interventions and business outcomes.

• Navigating Regulatory Environments: Working within a regulated industry like healthtech requires a deep understanding of compliance and usability standards (e.g., CQC requirements).

Learning & Development Opportunities:

• Specialized Healthtech Design: Deepen expertise in the unique challenges and opportunities of designing for healthcare, virtual wards, and remote patient monitoring.

• Generative AI Applications: Explore and implement cutting-edge generative AI solutions for patient interaction and service optimization.

• Cross-Disciplinary Knowledge: Gain comprehensive understanding of clinical workflows, operational logistics, and regulatory affairs within the healthtech sector.

• Leadership Development: Opportunities to mentor junior designers, lead strategic initiatives, and potentially grow into leadership roles within the product and design organization.

📝 Enhancement Note: The challenges presented are intrinsic to the healthtech sector and the specific focus on vulnerable users and integrated service delivery, offering significant opportunities for professional development and skill enhancement in a high-impact area.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you significantly improved a key user metric (e.g., conversion, engagement) through your design work. What was the metric, your approach, and the quantifiable outcome?" (Prepare a detailed case study focusing on impact and data.)

• "How would you approach designing a seamless onboarding experience for an elderly patient who has never used a smartphone before, for a remote monitoring device?" (Focus on empathy, accessibility, multi-channel communication, and potential operational support.)

• "Walk us through your process for identifying and addressing a critical pain point in a patient journey that spans both digital and physical touchpoints." (Emphasize journey mapping, service blueprinting, and cross-functional collaboration.) Company & Culture Questions:

• "What interests you most about Doccla's mission and our approach to virtual care?" (Research Doccla's impact on NHS ICBs, funding, and market position.)

• "How do you ensure your design decisions are ethically sound and prioritize patient safety, especially in a regulated environment like healthtech?" (Discuss your understanding of patient-centricity and regulatory considerations.)

• "Describe your experience working in a scale-up or startup environment. How do you adapt to rapid change and ambiguity?" (Highlight your agility, bias for action, and collaborative spirit.) Portfolio Presentation Strategy:

• Tell a Story: For each case study, structure it as a narrative: the problem, your role and process, the solution, the challenges, and the measurable results.

• Show, Don't Just Tell: Use visuals (wireframes, prototypes, journey maps, data charts) to illustrate your process and outcomes.

• Focus on "Why": Clearly articulate the rationale behind your design decisions, linking them to user needs and business objectives.

• Quantify Impact: Be prepared to discuss the specific metrics you influenced and how you attributed the success to your contributions.

• Engage Your Audience: Be prepared for questions and invite discussion to demonstrate your thought process and ability to collaborate.

📝 Enhancement Note: Interview preparation should focus on demonstrating a data-driven, user-centric approach with a strong understanding of integrated service design and its impact on operational metrics.

📌 Application Steps

To apply for this Senior UX & Service Designer position:

• Submit your application through the Doccla careers portal.

• Tailor your CV: Highlight your 5+ years of relevant design experience, emphasizing your work in startup/scale-up environments and specific skills in UX, service design, user research, and data-driven decision-making. Use keywords from the job description.

• Curate your Portfolio: Select 1-3 strong case studies that best showcase your ability to drive measurable impact, design for diverse users, and integrate digital and physical service elements. Ensure each case study clearly outlines the problem, your process, the solution, and quantifiable results.

• Prepare for Interview Questions: Practice answering strategy, behavioral, and company-specific questions, focusing on providing concrete examples and demonstrating your understanding of Doccla's mission and the healthtech landscape.

• Research Doccla: Understand their product, market position, recent funding, and impact on healthcare systems like the NHS. Be ready to discuss how your skills align with their strategic goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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