Customer and UX Manager

Customer and User Experience (UX) Manager

Band E - £40,175-£50,677

Swindon, Newport & Billingham  

Here at UKSBS, we’re a customer-focused, forward-thinking digital organisation.  We provide a range of efficient, scalable, and expert Finance, HR and Payroll, Procurement and Business IT services enabling our partners to achieve the best outcomes for British citizens and the UK economy.   

In line with the Government’s Shared Services Strategy, UKSBS is the shared service provider within the Matrix Programme. The Programme’s aim is to deliver a modern, cost-effective and scalable shared business service to nine Departments (the Policy Cluster) in a flexible way that can meet changing Government requirements, and drive innovation to optimise efficiencies and enhance user experience.  The Programme will also implement a new modern SaaS ERP platform, from which UKSBS will deliver these services, driving harmonisation and significant business change across the Departments. This is a large, complex multi-year Programme. 

At UKSBS we place our customers at the heart of everything we do.  Our Customer Support teams are critical in ensuring we deliver a great experience each time we interact with our customers.  

We are now looking for someone who is equally passionate about customer focused transformational change.

Key responsibilities will include, but are not limited to, the following: 

·       Act as a champion for the customer, representing the Customer Support department within the Matrix programme, advocating for the needs of the customer during a significant business change programme. 

·       Represent and influence on UKSBS customer and UX inputs into Matrix service design meetings, workshops and planning sessions, 

·       Be an ambassador of the Customer Support Strategy ensuring that the key components and aspiration is understood and reflected into the programme ensuring ‘Voice of the Customer’ and great customer experience is the golden thread 

·       Document the planning and transition of programme activities into the operational teams, to include capture of customer journeys and benefits realisation 

·       Collaborate with and support the UKSBS and Matrix workstream leads to establish specific customer and UX requirements, deliverables and milestones based on the three customer commitments and design principles within the Customer Strategy 

 To do this role well you will need:  

·       Strong customer service background and skills, with a solution outcome focused mindset to support strategic direction 

·       Demonstrable understanding of all things related to Voice of the Customer including customer journey mapping  

·       Excellent knowledge and understanding of customer personas, pain points and irritants to inform design of customer and UX journeys 

·       Prior experience of the implementation of processes and managing change 

·       Experience of operational deployment of Workday system solutions best practice, would be highly advantageous 

·       Excellent interpersonal skills 

·       Good knowledge of working with leading SaaS solutions, CRM platforms and modern, connected omni-channel solutions 

·       Awareness of sector and beyond customer experience landscape and good practice through organisations such as Institute of Customer Experience (ICS) 

·       Experience of working in a programme delivery environment 

·       Experience of operational deployment of AI solutions to support customer service delivery would be beneficial 

In return for your skills and experience, we offer a mixture of full and part time hours across a 37hr week with varying working patterns. We have a hybrid working model which offers flexibility; some of the business work remotely from home coming into the office once a week or as required to meet business needs, and some of us prefer to be in the office more often.   

More information on the role and our benefits can be found here

Submitting an application

Closing date for applications is midnight on 28th October 2024. Interviews are scheduled for: Tues 12th November 2024. We reserve the right to close the vacancy early if we receive a high volume of quality applications. 

You must submit a CV and covering letter as part of the application process. Your CV should set out your career history including training and qualifications, with key responsibilities and achievements. Please ensure that each entry of your career history also has a few sentences outlining a description and the key elements of that role.

We reserve the right to close the vacancy early if we receive a high volume of quality applications.

Things you need to know

To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days. 

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

Working pattern

We work a mixture of full and part time hours across a 37hr week with varying working patterns.

In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made. 

Benefits

• A generous annual leave allowance
• Flexible working and family friendly policies
• Excellent defined benefit pension scheme
• Cycle to work scheme
• Season ticket loans
• Employment Assistance Programme
• Childcare scheme and on-site nursery (at our Swindon office)

Find out more about the benefits of working at UKSBS. 

Inclusion, accessibility, and adjustments

As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

Find out more about out equality, diversity and inclusion commitment and vision.

For additional information, to discuss reasonable adjustments, or if you’d like a confidential discussion please contact our recruitment specialists.