Senior Customer Experience Designer

**More details**:
Senior Customer Experience Designer

**Salary**: From £50,000 per annum negotiable depending on experience

Contract: Permanent

Location: Hybrid - flexibility to work from home or at any of our main hubs (London, Bristol, Manchester and Harwell)

Jisc is the UK higher, further education and skills sectors’ not-for-profit organisation for digital services and solutions. We believe education and research improves lives, and technology improves education and research.

Our vision is for the UK to be a world leader in technology for education and research and our mission is to power and empower our members with the technology and data they need to succeed. We know that digital technology has the ability to transform the student experience. We have the experience, expertise and know-how to drive that transformation.

About the role:
Anchored in GCTO Directorate: Product and Portfolio, and with a Jisc-wide remit, the Customer Experience team is responsible for ensuring Jisc’s customers are at the heart of everything we do as a business. This is a new team with opportunities to influence change across the organisation, supported by a clear mandate from our executive team.

This is a critical, strategic role in Jisc’s ongoing transformation, providing leadership to teams and individuals across Jisc to develop the vision for optimised engagements with Jisc’s customers. The Senior Customer Experience (CX) Designer is the lead authority on target customer journeys, processes, and policies, and will guide colleagues at Jisc towards achieving best in class experiences for our membership and commercial customer base.

You will utilise experience in the full suite of commercial modelling, scenario planning, customer value proposition analysis and experience design principles to ensure recommendations are best fit for Jisc’s customers.

Responsibilities will include:

- Leadership of the creation of ‘optimum’ experiences for Jisc customers across the whole end to end journey and our full portfolio of products and services
- Strategic ownership of Jisc’s service blueprint, ensuring the right process, policies and frameworks are in place so that all front-line customer support teams can align to a central vision, target state and success criteria
- Taking a consultative role in supporting the changes required throughout the organisation to ensure all processes are fully optimised, within and between teams, and supporting teams to develop the right tools to undertake optimised customer experience design work in their own areas
- Leading teams in continually enhancing customer experiences by creating pipelines for continuous improvement and working closely with teams across Jisc to identify future design enhancement activity

Key Skills and Experience:

- Proven experience in designing successful, complex, cross-team, multi-customer group experiences
- Demonstrable experience in using a range of tools to assess best practice experiences for different parts of the customer journey
- Ability to work with senior leadership team to ensure design aligns to strategic goals and company culture.

Please refer to the job description for full details.

Don’t meet every single requirement?

Why work at Jisc:
At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.

We celebrate diversity, embrace our differences and know that this is critical for our success. We work hard to make sure we’re inclusive and we are committed to furthering our culture of inclusion. So, if you are great at what you do and share our values, we want to hear from you.

At Jisc we believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We offer hybrid working and although the majority of our staff work from home, getting face to face is something we value and find time for when we can. If you prefer an office environment all our hubs are open and offer a great space to work.

Our benefits are great too. We offer:

- Flexible work pattern, which can adapt to suit your schedules and personal commitments
- 28 days annual leave plus bank holidays and three closure days at Christmas
- A generous pension scheme with above average employer contributions
- A range of leave options, including parental leave, volunteer leave and even career breaks.
- A generous budget to attend conferences and in-person training
- Allocated allowance of up to £250 to equip your home