User Experience Manager

Details
Reference number

438449

Salary

£35,663

Yeading will receive the London Weighting allowance of £4,340

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Higher Executive Officer

Contract type

Permanent

Business area

Policy, Digital and Data

Type of role

Digital

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

2

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Bristol, Swansea, Leeds, Nottingham, Newcastle, Oldham, Birmingham or Yeading (London)

About the job
Job summary

Reporting directly to the Innovation and UX manager, the purpose of the User Experience Manager is to manage the User Services User Experience Programme.

Owned by the Head of User Services, the goal of the program is to align User Services objectives to DVSA and PD&D strategic objectiveswhilst focusing on building strong business relationships.

This role will focus on:

User Education/Skills/Knowledge

Innovation

User Adoption

• Using stakeholder relationships, promoting the use and benefits of the knowledge base to Technology Services Teams and end users.
• Responsible for ensuring that the Knowledge Base is kept up to date by the User Experience Analyst to continually improve the user experience.
• Responsible for ensuring that all feedback is collated and analysed from all DVSA users and using the data captured to feed into continual service improvements.
  
  Responsible for working with Technology Services Teams to understand and share their development and application of ideas that improve the way that the IT function works amongst the wider team and end users.
• Collaborating with Business Partners and Change Networks to promote these improvements.
• Chair and facilitate the User Services Improvement Group (USIG) with responsibility for maintaining the User Services CSI (Continual Service Improvement) Register, escalating service or reputational issues to the Head of User Services.
• Ensure that all IT related communications are updated on our distribution channels and shared with stakeholders.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers

Job description

Your responsibilities will include, but aren't limited to:

• Lead and manage the User Services User Experience Programme to align with DVSA strategic objectives.
• Promote user education, innovation, and adoption of IT services across the agency.
• Chair and facilitate the User Services Improvement Group and maintain the CSI Register.
• Oversee the management and continual improvement of the Knowledge Base.
• Analyse user feedback to drive service improvements and enhance user experience.
• Deliver targeted IT communications and support user training initiatives.
• Provide direct line management, coaching, and development for team members.
• Collaborate with internal teams and stakeholders to implement best practices and service enhancements.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required experience:

To be successful in this role you will need to have the following experience:

• Previous experience in user-centred service improvement or IT delivery, using feedback and behavioural data to drive enhancements across digital and IT service.
• Strong leadership and stakeholder engagement, including chairing cross-functional groups and collaborating across teams to embed improvements.
• Skilled in knowledge management and user education, with experiencing in managing Knowledge Bases and promotion of help guides and articles across technical and non-technical user groups.
• Effective communicator with experience in delivering targeted IT communications, user training, and supporting service adoption with a technical understanding of emerging technologies.

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

The User Services Team opening hours are 07:30 to 18:00, they may sometimes be a requirement to be flexible within those hours.

Travel to other DVSA offices when required. The post holder will not necessarily need a driving licence as alternative travel can be arranged.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Making Effective Decisions

Benefits

Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes £10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies .

Things you need to know
Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

• Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (1000-word count). Please structure your Personal Statement to provide detailed evidence of each of the following:
• Previous experience in user-centred service improvement or IT delivery, using feedback and behavioural data to drive enhancements across digital and IT services.
• Strong leadership and stakeholder engagement skills, including chairing cross-functional groups and collaborating across teams to embed improvements.
• Skilled in knowledge management and user education, with experience managing Knowledge Bases and promoting help guides and articles across technical and non-technical user groups.
• Effective communicator with experience delivering targeted IT communications, user training, and supporting service adoption.
• Should a large number of applications be received, an initial sift may be conducted using the lead criteria, "Previous experience in user-centred service improvement or IT delivery, using feedback and behavioural data to drive enhancements across digital and IT services". Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

The sift will take place week commencing 01/12/2025

Stage 1: Interview

At interview stage, you will be assessed against the following Success Profile elements:

Behaviours

Experience

Strengths

The interviews will take place week commencing 15/12/2025

This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site .

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process

Feedback on your application can only be provided if you attend an interview or assessment.

We will also hold a12 month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.

Should we receive a large number of applications, we may invite a shortlist of the highest performing candidates to interview. This means that some applications that meet the required standard could be placed 'on hold' after the sift and invited to interview if the vacant position(s) remain unfilled. You will be notified if your application is being put 'on hold' once the sift has been completed.

Appointments for this position will be made in order of merit. If you are successful in the selection process but there are no further available posts for the advertised role, you may be contacted to discuss an offer for a lower graded role (with similar experience and responsibility requirements).

If you are unsuccessful in the selection process, your application may be considered for a lower graded position if your demonstrated skills and experience meet the requirements of the alternative position. Candidates will be considered in order of merit.

AI Tools and Platforms

Artificial intelligence (AI) can be a useful tool to support your application, but all examples and statements provided must be truthful, factually accurate, and taken directly from your own experience. Where plagiarism is identified (such as presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you're deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants
Job contact :

• Name : DVSA Digital Recruitment Team
• Email :

Recruitment team

• Email :

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email:

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here

---