Lead UX Designer

Bedford, Bedfordshire
Reed Talent Solutions
Here is an insight to Money and Pension Service:At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves to our values.We care about our colleagues and people whose lives we are here to transform, we will transform lives through our ability to make positive connections, and we are committed to transforming lives and make a positive societal impact.We help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.By fostering our values, we are very proud of the inclusive working environment that we have created. We are committed to attracting people of all backgrounds, we want our colleagues to reflect our customers and the people we assist.In this role you will be responsible for the following;

• Leading collaborative design processes for multiple complex projects.
• Planning and leading workshops, reviews, critiques and handovers.
• Analyse sources of user insights including moderated- and unmoderated usability tests, on-site surveys, feedback forms, A/B testing, and analytics to evaluate customer satisfaction and outcomes.
• Work with colleagues in propositions and operations to ensure our website supports and works seamlessly.
• Present customer insights to the wider business to improve our understanding of customer behaviour and website performance .
• Collaborating with cross-functional teams to shape and communicate the user experience vision for MaPS’s digital channels.
• Co-ordinating designers with different specialisms (interaction, UX, graphic, service, user research) and ensure the quality of their work.
• Mentoring junior colleagues.
• Communicating with designers and researchers on other programmes to avoid duplication, maximise learning and ensure the coherence and consistency of MaPS digital experiences.
• Working with Programme Managers, Policy and Proposition Managers, Product Owners, Delivery Managers, Lead Editors, Lead Developers and external delivery partner staff to define and evolve agile ways of working.
• Identifing, understanding and mitigating ways design decisions and processes may negatively impact users, especially those who are vulnerable or experience some form of exclusion.
• Collaborating with relevant internal teams to ensure our services meet MaPS, DWP and GDS standards for suitability, efficacy, usability, accessibility, quality, security and data protection.
• Building prototypes for testing and review.
• Planning and executing user research programmes and socialise results to deepen our understanding of our users and ensure our products and services meet user needs.
• Conducting user experience audits, heuristic evaluations, competitive reviews and other desk research.
• Creating and socialising experience maps, process flows and other design artefacts to understand and communicate the customer journey.
• Working with Product Owners, Policy and Proposition Managers, Omnichannel Analysts and other colleagues to define KPIs and measure the success of our website against them.
• Acting as the quality assurance lead for the user experience of the final delivered product or service.

Skills needed for this role:Agile working: You can coach and lead teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project. You can think of new and innovative ways of working to achieve the right outcomes. You can act as a recognised expert and advocate for the approaches, continuously reflecting and challenging the team. (Skill level: expert)Communicating between the technical and non-technical: You can mediate between people and mend relationships, communicating with stakeholders at all levels. You can manage stakeholder expectations and moderate discussions about high risk and complexity, even within constrained timescales. You can speak on behalf of and represent the community to large audiences inside and outside of government. (Skill level: expert)Community collaboration: You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it’s effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses. (Skill level: practitioner)Digital perspective: You can apply a digital understanding to your work. You can identify and implement solutions for assisted digital. (Skill level: practitioner)Evidence- and context-based design: You can design systems for use across multiple services and can identify the simplest of a variety of approaches. (Skill level: expert)Leadership and guidance: You can change organisational structures to fixable and sustainable designs. You can lead on the strategy for the whole organisation, marrying business needs with innovative analysis. You can make and justify decisions characterised by high levels of risk, impact and complexity. You can build consensus between organisations (private or public) or highly independent and diverse stakeholders. You can solve and unblock issues between teams or departments at the highest level. You can understand the psychology of a team and have strong mediation skills. You can coach the organisation on team dynamics and conflict resolution. (Skill level: expert)Prototyping: You can use a variety of prototyping methods. You can share best practice and coach others. You can look at