Negotiable
OverviewHere 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. 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;
Effective collaboration with cross functional teams to design new journeys to satisfy the strategic priorities.
Ensure delivery plans are appropriate, considering impact on service delivery, front-line MaPS colleagues and customer experience.
Deliver enhanced customer experience, uplift seen in customer experience and satisfaction as measured by the increase in agreed KPI’s.
Promote simplification of propositions, processes, as a Product expert throughout the delivery of new journeys or services
Drive the “build once use many times” approach to deliveries, working with design systems and component teams, ensuring consideration is given to how new journeys will work as part of the overall service experience, not just optimised for one journey
Operate as a primary interface to the wider MaPS programmes, driving digital best practice to facilitate consistent journeys, ensuring they will blend or align with current or planned customer experiences and thinking
Embed the concept of Customer centricity within change processes and governance. Assist with the shaping and structuring of projects with a view to maximising customer experience, increasing efficiency and reducing costs, within the required risk metrics and regulatory framework.
Review, identification and mitigation of risks and dependencies; work within management controls, escalating issues and risks as appropriate
Convert programme and project requirements grouped together into work packages to be delivered by blended teams of in-house and third-party resources from digital delivery partners
The role holder will work with multiple stakeholders, and use the best digital practices/principles to ensure optimal interpretation and prioritisation of work package grouping
You will need to demonstrate the following skills and experience;
You will need experience of agile delivery, working and contributing to an agile delivery model and be able to coach and lead teams in agile and lean practices. You should have experience in working with backlog management and feature roadmap tools and be proficient in the use of web analytics and performance monitoring tools. You will be able to demonstrate an advanced understanding of design, technology and data principles and experienced in using data and insight to meet the needs of users across a variety of channels.
Qualifications
The ability to understand customer intent to create end to end customer journeys with a broad understanding of UX design
Strong stakeholder management skills with the ability to engage with senior colleagues as part of a team and to influence decision making and get buy-in from the organisation
To have a broad understanding of the financial services sector
To be passionate about customer experience, accessibility and a desire to help those most in need, with a continuous improvement and digital focus
Excellent knowledge and understanding of mobile apps and services best practice both in financial services and other industries
Proven in engaging with customers and colleagues to break new ground, passionate about understanding user needs and using customer insights and data to create great digital experiences
Hands-on qualitative and quantitative research experience using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and user research) and be able to give direction on which tools or methods to use
Strong analytical skills, excellent attention to detail and good business judgment. Experienced using data tools to create a digital customer journey (analytics, usability systems, AB testing). Able to deliver clear hypotheses to fuel UX and Development; entrepreneurial and analytical, customer focused and collaborative
Adaptable to change and able to influence change yourself
A great communicator and know how to sell an idea, capable of communicating a digital narrative to a broad range of stakeholders through excellent communication, presentation, and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
A self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations
About UsAt MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the organisation, 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 in and around Bedford to come and work for us, but we need people who align themselves to our values:
Caring
We care about our colleagues and people whose lives we are here to transform.
Connecting
We will transform lives through our ability to make positive connections and societal ..... full job details .....
Negotiable