D2 Head of User Centred Design

2 months ago

Newcastle upon Tyne, United Kingdom Insolvency Service Full time

**Details**:
**Reference number**:

- 282542**Salary**:

- £51,518 - £61,588- National £51,518 - £58,828, London £53,400 - £61,588**Job grade**:

- Grade 7- D2**Contract type**:

- Permanent**Business area**:

- Insolvency - Business Services Directorate**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birmingham, Cardiff, Croydon, Edinburgh, Exeter, Ipswich, Leeds, Manchester, Newcastle-upon-Tyne, Nottingham, StratfordAbout the job

**Job summary**:
The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career.

This role currently sits within the Business Services Directorate, leading a multi-discipline team of content designers, user researchers and customer research specialists, creating user-centred services and setting the standards and direction needed to improve customer experience.

You will manage resources and relationships to support the delivery of a range of public facing and internal change projects, working in partnership with users, policy makers, developers and senior managers to design and deliver the best possible end to end customer journey.

As a senior leader within the Insolvency Service you will help shape our design standards and customer experience strategy, ensure that the solutions delivered, and future iterations, are aligned to government service standards, meet both customer and business needs, and are commercially viable.

You will champion user-centred design across the Insolvency Service and act as the voice of the customer.

**Job description**:
We’re looking for an experienced leader who is passionate about customers and delivering clear communications and services that are easy to use.

As an expert in customer insight or user-centred design, you’ll play a key role in building our capability to design and continuously iterate our digital services and communications. You’ll give direction on the tools and methods needed to solve user problems, coach and develop team members and play an active role in supporting others across the agency in our growing community of practice.

As a strategic thinker, you’ll oversee adherence to the agency’s design principles in both business as usual (BAU) and projects, and develop customer experience strategies, standards and approaches.

**Key responsibilities**
- Building and maintaining a multi-disciplinary team that will become a centre of excellence for customer centred design and excellent customer experience,
- Developing service standards that work for different users across our various digital services and channels, and champion the end to end customer journey,
- Working with our Executive Leadership team, operational leaders, technical teams and other key stakeholders to ensure the importance of user needs is understood,
- Being an active member of the Insolvency Service’s user-centred design community, collaborating and using your own experience and specialist knowledge to coach and mentor others within your team,
- Identifying the specialist user-centred design skills and resources that projects need to deliver agreed goals and meet the GDS and other relevant service standards,
- Overseeing yearly Insight commitments, including the Customer Satisfaction Survey, Delivery Partner surveys, Institute of Customer Service relationship, Customer Service Excellence Accreditation.

**Person specification**:

- We are looking for someone who has experience of successfully delivering and improving existing digital products and services, with the ability to grow our internal user-centred design capability. You will have the ability to manage stakeholders across a diverse organisation and communicate clearly to non-technical audiences.- Detailed knowledge of user research and design methodologies/approaches with demonstrable experience in and passion for digital user-centred design practices.
- Experience of working on public facing digital services, and successfully leading user research, content or design teams.
- Ability to balance the needs of both users and the business to deliver clear communicatio

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