Customer Experience Design Lead

Customer Experience Design Lead

Job Title: Customer Experience Design Lead
Contract Type: Contract
Location: West End, London
Salary: £550.00 - £600.00 per hour
Start Date: ASAP
Reference: HQ00068484_1517939379
Contact Name: Max Douglas
Contact Email:
Job Published: February 06, 2018 17:49

Job Description


Create design consistency across all products, services and platforms by adhering to Digital Service design patterns. Manage the strategic relationships with usability and market-research agencies with accountability for schedules, value for money and deliverables. Lead a multi-disciplinary user-experience team. Clarify and articulate the diverse requirements of users and delivery partners to support effective delivery of a service. Set a high technical standard in User Experience across the department. Workforce planning to ensure the team has the appropriate technical capacity and capability. Assisting in the recruitment of new in-house digital and other technical skills and capabilities. Excellent analytical, and problem solving sills and ability to present conclusions based on a variety of data sources. Experience of using responsive web design

* To lead multi-disciplinary teams to conduct the high-level experience design for priority criminal justice services. You will work with project teams, Service Managers and senior stakeholders to redefine essential public services to deliver improved experiences and meet organisational objectives, within a complex portfolio of change. You will be able to integrate your work with detailed design activities across people, process and technology. You will provide the space for your team to succeed, champion a collaborative approach to design and coach those around you.

Essential Criteria
Experience of leading multi-disciplinary teams
* Expert facilitator who will champion a collaborative approach to the design process
* Experience of delivering against tight timescales and demonstrating a proactive approach to managing risks as they emerge
* Ability to coach and mentor others, helping to build capability within HMCTS * Ability to understand how the service fits into a broader organisational context and constraints
* Expert ability to design solutions which meet user needs across a variety of channels * Ability to design digital and non-digital interactions are part of a broader end-to-end service
* Ability to analyse the root cause of problems and frame the design around these
* Ability to clearly communicate information (both verbally and visually) to project teams, Service Managers and senior stakeholders
* Ability to develop low fidelity prototypes
* Ability to work in a complex stakeholder environment
* Experience of working in agile teams Desirable
* Experience of working in the Public Sector

Lawrence Harvey is acting as an Employment Business in regards to this position.
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