User Experience Lead
4 days ago
User Experience Lead
ScottishPower HQ, Glasgow
Salary starting from £51,600 per annum plus up to 15% annual bonus and healthcare cover
Flexible Hybrid Working
Closing Date: 21 February 2024
- Help us create a better future, quicker_
Digitalisation and the better use of data will enable us to drive the modernisation and decarbonisation of our energy system. Digitalisation will improve the services provided to our customers and stakeholders while leaving no one behind, making our operations more efficient, saving customers money on their bills, and driving better engagement and opportunities for our people, all while working towards the UK's Net Zero target.
The User Experience Lead is a key role responsible for shaping the UX Strategy and for ensuring that a customer/user centric approach is taken across all Transformation projects. The role defines customer journeys and co-ordinates planning and delivery of solutions through leading a small team of User Experience Designers to create a best-in-class digital experience for customers.
Close collaboration with the Transformation Architecture & Strategy team and Value Stream Leads is vital to make sure customer experience is at the forefront of all solutions. Implementing customer satisfaction monitoring across main touchpoints within the digital portfolio is essential to improving customer experience.
- What you’ll be doing_
Support definition and management of a design library to create consistent standards across UX with front end developers.
Drive optimum website and app layout, continually assessing user data and mapping customer journeys to optimise user experience.
Gain insights from user data and customer feedback to understand behaviour trends to identify problem areas and generate and implement solutions to improve user experience. Lead innovation workshops to identify and prioritise solutions to the top customer problems/needs.
Work with business owners and process experts to remove blockers for the UX team, ensuring they have the right tools and policies in place to do their role effectively.
Manage the daily workload of the UX team.
Involved in research, designing user flows, creating wireframes, and developing interactive prototypes, usability testing and analysing user feedback to refine the UX Strategy.
Support research for digital with a focus on ensuring that all key projects are driven by the voice of the customer.
Influence product roadmaps, using data from both primary and secondary customer research to identify customer/user focused solutions to the top problems identified.
Support co-ordination of the digital product roadmaps, ensuring that all features have gone through the digital development process quality checkpoints.
- What you’ll bring_- Qualification in design or similar proven experience- Experience in using analytics platforms e.g. Hot Jar, Google Analytics- Ability to interpret complex user data, combining quantitative and qualitative information to gain insights and map trends- Experience in mapping customer journeys- Understanding of customer behaviour principles- Experience in customer research methodology- Experience of copywriting- Knowledge of the latest innovation methodologies such as design thinking and lean startup- Experience working to Agile methodologies, using tools like Jira, EA, Adobe creative suites and experience with Figma, Protopie, Axire and Vision.
- What’s in it for you_
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.
At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That’s why our benefits include:
- 36 days annual leave- Holiday purchase - perfect your work/life balance with extra annual leave- Share Incentive Plan and Sharesave Scheme- Payroll giving and charity matched funding- Technology Vouchers - save more and spread the cost of your technology purposes- Count us in - pledge to reduce carbon emissions and help fight climate change- Electric Vehicle Schemes - to help you transition to green/clean driving- Cycle to Work scheme and public transport season ticket loans- Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments- Life Assurance (4x salary)- Access to ‘nudge’ financial wellbeing support- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
- Why SP Energy Networks_
SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader i
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