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Head of Digital and User Experience Design

4 months ago

England, United Kingdom NCS - National Citizen Service Trust Full time €60,000 - €75,000

Role: Head of User Experience Design Offer type: Permanent
Location: This is a remote role, based nationally

NCS Trust is an equal opportunities employer, embracing diversity and inclusion. We particularly welcome applications from people who are Black, Asian, or from an ethnically diverse background, or people with disabilities, as these groups are currently underrepresented particularly in our leadership.

We are committed to improving equality of opportunity in the workplace and are a signatory to the Race at Work Charter from Business in the Community, the Prince’s responsible business network; and the Disability Confident Committed employer scheme.

This role sets the strategy for and oversees implementation of effective user journeys across our digital touch points (including website/myncs/partner platforms/ crm newsletters) for young people and key stakeholders engaging with NCS. Skills in user experience design, customer journey mapping and content strategy (not just for marketing content).

Introduce an agile, user-centered development model across all of our digital services, to ensure effective end to end journeys for young people
Lead multi-disciplinary teams of research, design and technology colleagues to develop the digital roadmap in support of young people’s goals
Oversee the creation of content and digital interfaces that are engaging for youth audiences
Manage a number of suppliers and agency partners to create exceptional content and experiences for end users
Lead the embedding of design-thinking approaches at NCS, upskilling colleagues as needed
Influence senior stakeholders to secure buy in to digital and investment to develop NCS’s capabilities in digital
Ensure defined journeys are built into our communications and marketing planning at all levels
Ensure all of our online touchpoints are accessible and introduce a usability testing approach
Support the creation of a holistic data approach across the end to end journey
Oversee the creation of holistic crm journeys and effective email marketing strategies working with the brand and content team
Support NCS’s wider digital transformation ambitions, helping the organisation to adopt new approaches to supporting young people
Leading the design of digital products which engage youth audiences with a focus on outcomes for the end user not technical solutions or products
Solid background in user-centered design, experience of content design and product management
Understanding of accessibility and extensive experience developing content through co-creation, ideally with young people
Delivering business change through digital
managing multiple external agencies supplying content and UX/UI expertise
working very closely with service design to ensure digital products meet the service goals of users
tracking and managing performance of digital products and ROI
Implementing data driven approaches to deliver improved impact
Working across team boundaries to create the best products and services for young people
Everyone within NCS Trust will have a clear understanding of the problems we are solving for young people and how the platforms will be used and how we will measure impact.
We’ll have effective, impactful digital touchpoints which enable young people to achieve their goals
We’ll be able to track and understand what works with data-driven decision making
We will offer engaging, exciting digital touchpoints for young people


Experience leading the design of digital products which engage youth audiences
Experience leading multi-disciplinary teams and upskilling colleagues at all levels around digital ways of working
Significant experience in user-centered design, customer journey mapping, content design, product management and business change
Experience developing services using an agile development approach in line with government service standards
Experience embracing technology and data, driving innovation and integration new digital products with those that already exist
Experience managing multiple external agencies supplying content and UX, UI expertise
Experience tracking and managing performance of digital products and ROI
Experience working with Salesforce technology


28 days annual leave in addition to Bank Holiday entitlements.
~Life Assurance
~24/7 access to an Employee Assistance Program
~ Access to a national discount platform, shared with one family member
~ Discounted Eye Care
~ Cycle to work scheme
~ Flexible working
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