User Experience Officer

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

- 307548**Salary**:

- £30,317 - £36,606- National: £30,317 - £32,803, London: £33,827 - £36,606 For details of our pay on appointment policy, please see below under the heading ‘Salary’.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- DEFRA - COO - Property & Corporate Strategy**Type of role**:

- Administration / Corporate Support**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
- East Midlands (England), East of England, London (region), North East England, North West England, South East England, South West England, Wales, West Midlands (England), Yorkshire and the HumberAbout the job

**Job summary**:
Working in team, where you make life better for others? We've got 29,000 users who we need to support, across 9 different organisations. In the Defra Group Shared Services User Experience team we provide guidance, training, and turn feedback in to action for all those members of staff across Defra Group organisations. Working as a User Experience Officer you have be key to delivery of all of this.

The team support the wider business to access services provided by our shared services provider, SSCL to deliver HR, Finance and Commercial transactions. Also working towards supporting user experience for any extension to the services provided Defra Group to support the wider business. This role supports the User Experience Manager in developing and delivering the strategies and supplier delivery to meet user expectations.

These services are used by multiple Defra Group organisations, who have diverse service requirements, and user needs. This role focuses on the user experience across those Defra Groups, supporting the User Experience Manager in. Working to develop and deliver excellent customer service and user experience consistently across Defra Group.

**Job description**:
Develop and deliver management information from multiple data sources to be presented to stakeholders, identifying areas of improvement, focus or concern

Proactively gather, analyse, and present user feedback from a variety of sources to inform and recommend areas for improvement that will improve the user experience

Support the preparation of clear concise and transparent communications and it’s supporting processes to users

Support the delivery of the Defra Group Shared Services training and guidance strategy utilising innovative and engaging routes to ensure maximum accessibility of training and guidance

Proactively assist in reviewing and updating information on intranet pages and other support sites

Support establishing and maintaining excellent relationships with internal and external stakeholders and partners including Defra group, government and suppliers

Undertake line management of the User Experience Support Officer role within the team

Work with and act as an escalation point for queries relating to managing or highlighting areas of concern or trends to the supplier and to the User Experience Manager

Will be working on users to access HR and Payroll services delivered by our Shared Services partner organisation

Be adaptable and work towards future Government strategy on shared services and the impact on all parts of Defra Group

Support work with Corporate Services functions and Process Owners to improve linkages across the Defra Group and to achieve harmonisation of processes

**Person specification**:
**Essential experience**:
Demonstration of excellent communication and interpersonal skills both verbal and written

Development and delivery of training or guidance materials

Experience of stakeholder management and engagement including working across a multi-client or across multiple organisations

Strong analytical skills and ability to develop reporting tools to support stakeholders and process owners

Strong customer service skills with the ability to communicate with clarity, conviction and influence with users, third parties and stakeholders to positively drive outcomes and resolutions

Ability to operate effectively in a team and independently

Excellent organisational skills, including ability to prioritise and work under pressure

Data analysis skills to interpret information and produce relevant reports using Power BI

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

- Communicating and Influencing
- Managing a Quality Service
- Changing and Improving
- Delivering at Pace
- Communicating and Influencing
- Managing a Quality Service

**Benefits**:

- Alongside your salary of £30,317, Department for Environment, Food and Rural Affairs contributes £8,185 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Servi