Level 6 Service Designer Apprenticeship

The Level 6 Service Designer Apprenticeship develops professionals who can improve, redesign and transform services across health and social care. Using a human-centred approach, learners build the capability to understand complex systems, design better services and improve outcomes for patients, service users, carers and staff.

Key areas of focus include:

• Service improvement and transformation in health and social care
• Human-centred design and systems thinking
• Improving patient, service user and staff experience
• Designing more efficient, inclusive and sustainable services
• Leading change across multidisciplinary teams and organisations
• Embedded AI capability to support analysis, insight and service improvement

This apprenticeship is ideal for professionals involved in service improvement, transformation and redesign within health and social care.

Typical roles include:

• Service Improvement Managers
• Quality Improvement Leads
• Operational Managers
• Transformation Leads
• Programme and Project Managers
• Digital Transformation Managers
• Patient Experience Leads
• Business Analysts
• Innovation Leads
• Care Quality Leads

Learners should also be working in roles where they can apply service design and AI-enabled improvement practices within their organisation.

The apprenticeship takes around 18 months to complete, followed by an independent End-Point Assessment (EPA) of up to 4 months (22 Months Total).

During this time, learners:

• Study flexibly through Tend Training’s Spotlight Delivery Model
• Apply learning to real workplace service improvement projects
• Develop practical AI capability embedded throughout the programme
• Receive ongoing coaching and support from a Professional Development Coach
• Build skills progressively through structured modules and applied learning

There are no formal academic entry requirements for this apprenticeship.

However, learners should:

• Be working in a role where they can contribute to service improvement or transformation
• Have access to workplace projects to apply service design and AI-enhanced learning
• Be supported by their employer to complete off-the-job learning

An initial assessment will ensure the programme is appropriate for the learner’s experience and development needs.

Throughout the programme, learners develop practical, workplace-ready skills that can be applied directly to service improvement projects.

Areas of learning include:

• Human-centred service design and systems thinking
• User research and insight generation
• Service mapping, journey mapping and blueprinting
• Design thinking, ideation and concept development
• Prototyping, testing and iterative improvement
• Co-design and stakeholder facilitation
• Agile delivery and project management
• Digital transformation and service innovation
• Responsible AI use, including how to apply AI for research, analysis, ideation and decision-making in health and social care

By the end of the apprenticeship, learners will be confident in researching, designing, testing and improving complex services while using AI responsibly to enhance service improvement and transformation.

The programme combines flexible digital learning with workplace application and expert support.

Learners benefit from:

• On-demand Spotlight e-learning and micro-learning content
• Interactive masterclasses, webinars and podcasts
• One-to-one coaching and mentoring support
• Workplace-based service improvement projects
• Regular progress reviews and development planning
• A digital learning platform to track progress and evidence work
• Embedded AI learning integrated across research, design, testing and leadership activities

AI capability is built into the programme from the start, enabling learners to:

• Use AI to support research, insight generation and service analysis
• Identify patterns in data and user feedback
• Support ideation, prototyping and solution development
• Critically evaluate AI outputs in a safe, ethical and evidence-based way

This ensures AI is applied in a practical, responsible way that supports real-world health and social care transformation.

Off-the-job training is structured learning that takes place during your paid working hours but is separate from your normal day-to-day duties. You’re required to complete a minimum of six hours per week of this training to develop the knowledge, skills and behaviours needed for your apprenticeship. Activities can include online learning, workshops, research, mentoring and other development tasks relevant to your role.

You can also use our Learner Enrichment Calendar to help plan and log suitable off-the-job activities that count towards your training hours, giving you a variety of ways to grow your skills throughout the programme.

All off-the-job training hours must be recorded on your e-portfolio system, Aptem, to ensure your progress is tracked throughout your apprenticeship.

Assessment is completed through an independent End-Point Assessment (EPA).

Learners are assessed through:

• A work-based service design project with a written report
• A presentation of their project with questions from an assessor
• A professional discussion supported by a portfolio of evidence

Learners are expected to demonstrate both service design capability and their ability to apply responsible AI in real-world service improvement contexts.

Learners receive structured support throughout the programme, including:

• A dedicated Professional Development Coach
• One-to-one coaching and progress reviews
• Flexible learning through the Spotlight Delivery Model
• Interactive workshops, webinars and podcasts
• Workplace application support linked to real projects
• Ongoing feedback and EPA preparation
• Guidance on applying AI safely and effectively within their role

This ensures learners remain supported, confident and able to apply both service design and AI capability in practice.

If you are aged between 16 and 18 and do not have a Level 2 qualification or equivalent (GCSE grade 4/C) in Maths and English, you will be required to work towards obtaining these as part of your apprenticeship.

For those aged 19 and above, completing Maths and English (Functional Skills) is optional rather than mandatory to complete your apprenticeship. However, this needs to be discussed and agreed upon with your employer.

Functional Skills are nationally recognised qualifications in Maths and English that help learners develop practical skills used in the workplace and everyday life. These qualifications support areas such as communication, problem-solving, reading, writing and numeracy.

tend understands that completing Functional Skills in Maths and English alongside your apprenticeship can feel daunting at first, as well as time consuming. That’s why we provide enhanced support to make the process as straightforward and efficient as possible.

We’ve partnered with Pass Functional Skills (PASS) to give you access to a new, improved online learning platform designed to help you achieve your qualifications more quickly and with greater confidence.

Through this platform, you’ll benefit from a clear and structured learning journey, including a diagnostic assessment to identify your starting point, personalised learning pathways, and high-quality interactive resources. You’ll also have access to bite-sized learning modules, practice questions, mock assessments, and progress tracking tools to help you stay on track.

Alongside this, you will continue to receive support from your tutor or development coach throughout your apprenticeship, ensuring you have guidance, feedback and encouragement at every stage of your Functional Skills journey.

On successful completion, learners achieve the Level 6 Service Designer Apprenticeship.

In addition, learners will gain:

• Advanced service design and transformation capability
• Leadership and change management skills
• Practical, embedded AI capability for service improvement and innovation
• Experience applying AI responsibly in health and social care environments
• Evidence of real workplace impact through live projects

This combination prepares learners to lead modern, AI-enabled service transformation.

This apprenticeship provides a strong foundation for senior roles in service improvement, transformation and leadership.

Career progression opportunities include:

• Senior Service Improvement roles
• Transformation and Change Leadership positions
• Programme and Operational Management roles
• Digital and Innovation leadership roles

Further study options include:

• Postgraduate qualifications such as MSc in Leadership and Management
• MBA in Strategic Leadership and Management
• Advanced leadership and transformation programmes

Learners will also be well-positioned to lead AI-enabled service transformation initiatives across health and social care organisations.