Head of Design and Implementation

3 weeks ago

Darlington, United Kingdom Department of International Trade Full time

The Export Strategy highlighted an ambition to deliver a new end-to-end Export Support Service (ESS) for UK Exporters. This ambition is being delivered through the Export Support Service Programme (ESSP), which is bringing together DIT’s export services into a cohesive ecosystem in order to deliver a better service to customers and deliver efficiencies.

DIT currently delivers a number of services to support businesses to export, including the Export Support team for businesses exporting to Europe, the recently in-housed EITA service, the Export Academy and the recently launched ESS International Markets offer. Bringing together these services into a coherent ecosystem will improve the quality of support available to businesses, maximising the value for money achieved across all offers. The services will align around an agreed channel strategy, setting the direction for how the services target support at different businesses.

The vision for the programme includes delivering of a consolidated-access point for businesses looking to engage with DIT export support. This access point will build out from the current export support team, supporting UK exporters to Europe to support businesses exporting anywhere in the world, leveraging improved use of self-serve digital content and data.

**The Role**

The role will work in the Design Authority, taking ownership to identify and recommend the direction of travel for the design of the ESS Programme. This includes identifying options to improve service quality, efficiency and affordability.

In particular, the role holder will, leading a small team (and initially setting direction across a Deloitte contract), be responsible for:
The Target Operating Model for the ESS ecosystem, identifying options for improving process efficiencies and improving the customer journey. It will identify how best staff within the ESSP can work together to share expertise.

Developing the ESS Channel Strategy for supporting businesses. Aligned to the Export Strategy goals, the channel strategy will set the direction for how the ESS supports businesses, based on their size and needs, across the ecosystem enabling appropriate referral mechanisms between different services - working to consistent triage processes. This includes delivering the necessary internal referral processes across service lines, as well as external referral processes with OGDs. The role holder will support the development of effective lead generation and marketing processes.

The design of a primary access point for SME businesses accessing DIT export support, aligning DIT’s digital self-serve content with its in-person offers.

Developing options to shift the lead generation work from the present broad approach to marketing to one that focused lead generation on specific opportunities using a data-led approach (particularly using HMRC data)

A strategic finance model, that uses agreed metrics and measures from across the ecosystem that recommends how DIT can continually improve its offer to best respond to new evidence, changing priorities and VFM.

Working with DDAT to identify how DIT should iterate its online self-serve services to meet the HMG objective of Digital by Default.

The role holder will work with various teams across DIT, including DDAT, analysts to both commission research, and respond to findings before supporting the implementation of change across the programme. Additionally, the role will support the wider ESS Programme and Change team, taking responsibility for various elements of potential business cases (including identifying a range of delivery options) while supporting the development of implementation strategies.

The postholder will take responsibility for presenting to key stakeholders within DIT, particularly in the Regions and Overseas, as well as business groups to update on the direction of travel, and input their considerations into design thinking.

**Job description**

**The Role**

The postholder will be expected to:

- Oversee the development of the Target Operating Model for the ESSP.
- Work across services and directorates to lead the development of the ESS’s Channel Strategy. This will include setting direction across multiple teams within DIT, bringing together different types of research to ensure DIT’s support for exporters delivers against the Export Strategy, achieves value for money, and offers improved support for British businesses.
- Take responsibility for the design of a consolidated access point for businesses seeking export support to deliver the Channel Strategy. The postholder will work with multiple teams (EITA, Business Analysts, Export Academy, Sectors, ESS International Markets) to design an access point that improves the customer journey, ensuring businesses can easily access the right export support.
- Identify the organisation structure and resource requirements for the consolidated access point team. Identify opportunities to share expertise acros

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