Lead UX Designer
| Dyddiad hysbysebu: | 19 Awst 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Medi 2024 |
| Lleoliad: | Bedford, MK42 9AP |
| Cwmni: | Reed Talent Solutions |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | MaPS00671-306752 |
Crynodeb
Lead UX Designer
c. £70,000 per annum
Bedford Based (occasional travel to London)
Hybrid Working
Permanent
As Lead UX Designer at Money and Pensions Service (MaPS), you will be responsible for improving engagement, customer satisfaction and ultimately the financial wellbeing of millions of people across the UK, particularly those with vulnerabilities.
You will have the chance to be a practitioner and leader, responsible for planning and leading research and design as well as providing guidance and oversight to designers and researchers from our Digital Delivery Partner.
You will also collaborate with the other design and product leads to define and build the practice of user-centred design at MaPS and align our services and ways of working with the GDS Service Standard.
Your leadership and UX skills will help MaPS achieve our mission of helping everyone in the UK make the most of their money and pensions.
Here is an insight to Money and Pension Service:
At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves to our values.
We care about our colleagues and people whose lives we are here to transform, we will transform lives through our ability to make positive connections, and we are committed to transforming lives and make a positive societal impact.
We help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.
By fostering our values, we are very proud of the inclusive working environment that we have created. We are committed to attracting people of all backgrounds, we want our colleagues to reflect our customers and the people we assist.
In this role you will be responsible for the following;
- Leading collaborative design processes for multiple complex projects.
- Planning and leading workshops, reviews, critiques and handovers.
- Analyse sources of user insights including moderated– and unmoderated usability tests, on-site surveys, feedback forms, A/B testing, and analytics to evaluate customer satisfaction and outcomes.
- Work with colleagues in propositions and operations to ensure our website supports and works seamlessly.
- Present customer insights to the wider business to improve our understanding of customer behaviour and website performance .
- Collaborating with cross-functional teams to shape and communicate the user experience vision for MaPS’s digital channels.
- Co-ordinating designers with different specialisms (interaction, UX, graphic, service, user research) and ensure the quality of their work.
- Mentoring junior colleagues.
- Communicating with designers and researchers on other programmes to avoid duplication, maximise learning and ensure the coherence and consistency of MaPS digital experiences.
- Working with Programme Managers, Policy and Proposition Managers, Product Owners, Delivery Managers, Lead Editors, Lead Developers and external delivery partner staff to define and evolve agile ways of working.
- Identifing, understanding and mitigating ways design decisions and processes may negatively impact users, especially those who are vulnerable or experience some form of exclusion.
- Collaborating with relevant internal teams to ensure our services meet MaPS, DWP and GDS standards for suitability, efficacy, usability, accessibility, quality, security and data protection.
- Building prototypes for testing and review.
- Planning and executing user research programmes and socialise results to deepen our understanding of our users and ensure our products and services meet user needs.
- Conducting user experience audits, heuristic evaluations, competitive reviews and other desk research.
- Creating and socialising experience maps, process flows and other design artefacts to understand and communicate the customer journey.
- Working with Product Owners, Policy and Proposition Managers, Omnichannel Analysts and other colleagues to define KPIs and measure the success of our website against them.
- Acting as the quality assurance lead for the user experience of the final delivered product or service.
Skills needed for this role:
- Agile working: You can coach and lead teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project. You can think of new and innovative ways of working to achieve the right outcomes. You can act as a recognised expert and advocate for the approaches, continuously reflecting and challenging the team. (Skill level: expert)
- Communicating between the technical and non-technical: You can mediate between people and mend relationships, communicating with stakeholders at all levels. You can manage stakeholder expectations and moderate discussions about high risk and complexity, even within constrained timescales. You can speak on behalf of and represent the community to large audiences inside and outside of government. (Skill level: expert)
- Community collaboration: You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it’s effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses. (Skill level: practitioner)
- Digital perspective: You can apply a digital understanding to your work. You can identify and implement solutions for assisted digital. (Skill level: practitioner)
- Evidence- and context-based design: You can design systems for use across multiple services and can identify the simplest of a variety of approaches. (Skill level: expert)
- Leadership and guidance: You can change organisational structures to fixable and sustainable designs. You can lead on the strategy for the whole organisation, marrying business needs with innovative analysis. You can make and justify decisions characterised by high levels of risk, impact and complexity. You can build consensus between organisations (private or public) or highly independent and diverse stakeholders. You can solve and unblock issues between teams or departments at the highest level. You can understand the psychology of a team and have strong mediation skills. You can coach the organisation on team dynamics and conflict resolution. (Skill level: expert)
- Prototyping: You can use a variety of prototyping methods. You can share best practice and coach others. You can look at strategic service design end to end. (Skill level: expert)
- Prototyping in code: You can create and validate a dynamic prototype. (Skill level: expert)
- Strategic thinking: You can lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met. (Skill level: expert)
- User focus: You can give direction on which tools or methods to use. You can demonstrate experience in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure they’re met by the business. You can apply strategic thinking to provide the best service for the end user. (Skill level: expert)
- Working within constraints: You can work with and challenge senior stakeholders. You can prioritise and mitigate constraints and turn them into an advantage. You can adapt the approach depending on the constraints. (Skill level: practitioner)
You will need to demonstrate the following skills and experience;
- Extensive UX design and research experience (likely to be 10 years or more). Some of this may have been in an adjacent role, such as graphic or UI design, frontend development, product management or customer– or academic research.
- Able to lead a team comprising multiple design disciplines (service, UX, product, interaction, and user research).
- Comfortable working in a matrix team on a programme with a large group of stakeholders and multiple workstreams.
- Experience working with SEO colleagues and agencies to improve search ranking and improve user experience.
- Demonstrated ability to analyse multiple data sources including user research, customer feedback, surveys, A/B testing, and analytics to derive actionable insights.
- Confident and comfortable presenting qualitative and quantitative research results and insights to diverse audiences.
- Comfortable leading and supervising external agencies and temporary staff. Experience working in blended teams of internal colleagues and external agency staff a plus.
- Confident presenting solutions to senior stakeholders across the business and addressing feedback.
- Experience with Axure, Figma, Miro, GOV.UK Prototype Kit and Adobe Creative Cloud or equivalent tools.
- Good understanding of and interest in inclusive design including designing for (and with) users with sensory, motor, cognitive, mental health and fluctuating needs among others.
- Experience designing to meet WCAG 2.2 Level AA accessibility guidelines.
- Experience with mobile-first, responsive website design.
- Experience designing content-rich financial guidance websites for a consumer audience.
- Experience designing multi-lingual websites, particularly those subject to the Welsh Language Act.
- Experience in a public sector, Service Standard environment.
Portfolio:
We don’t require a portfolio, but if you have one we’d love to see it. If not, we’d like a short statement (up to 500 words — less is fine) highlighting specific projects or experience demonstrating the skills and abilities in this job description.
You will be leading the design of a service which helps people, including those with vulnerabilities, use complicated financial information to take positive action. So we are especially interested in examples which involve one or more of:
• Making difficult information accessible and compelling to non-experts
• A large, content-heavy website
• Leading the design process for a multi-disciplinary team across multiple work streams
• Working to the GDS service standard
• Working for a public sector organisation
• Working in a financial services or other regulated environment
About MaPS
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.
At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: -
• Caring
We care about our colleagues and people whose lives we are here to transform.
• Connecting
We will transform lives through our ability to make positive connections.
• Transforming
We are committed to transforming lives and make a positive societal impact.
Our inclusive working environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds.
We work hard to ensure that we have a progressive approach to inclusion, equity and belonging. We really do want our colleagues to “bring their whole selves to work.”
By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.
What Money and Pensions Service can offer you?
• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan to help you buy season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye test & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers
At MaPS, we take pride in our flexible approach to work. Most of our roles can operate on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, noncontractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs.
Job Reference: MaPS00671
Close Date: 02/09/2024
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