UX Lead Senior Manager - Integrated Services

Who we're looking for

We are looking for a UX Senior Manager for our Integrated Services organisation to be responsible for improving user experience and driving a user-centered mindset amongst leaders across the breadth of services provided. The UX Manager will build Integrated Services’ user experience design capabilities, ensuring that end users are considered when developing the delivery strategy and processes. The UX Manager will play a key role in shaping Integrated Services’ approach to user experience design through the development of best practice guidance to UX design principles and how to apply them to products and processes across the organisation.

This position will form part of the Service Optimisation Team within Integrated Services, working alongside Process optimisation and Lean specialists.

The User Experience Manager is responsible for understanding and documenting our user journey’s across eco-system, to capture real-time feedback (through multiple channels) and recommend best in class analytics to predict behaviour and to utilise for recommendations to transform and enhance user experience.

Your role as a UX Lead will be to deliver the best possible experience including ensuring our website is as straightforward to use as possible, Assist with the design of digital products and services, such as websites, software and mobile applications, collaborating with other Designers and Developers across the organisation to design an end-to-end user experience. As well as problem-solving. to improve the firm-wide employee experience through promoting user-centered process and product design across the breadth of services provided by our internal functions.

We are therefore seeking an experienced user experience professional with a track record of successfully building user-centered processes and analytics.

The core responsibilities for this role will include:

• Ensure UX initiatives are mapped to a specific goal, aligned with IS Strategy and oversee detailed action plans
• Collaborating in creating a content development strategy
• Develop a data-driven approach for our user experience(s) to measure effectiveness and make recommendations for improvements.
• Ability to collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyse it using analytics tools and to convert data into insights to identify opportunities.
• Build effective Relationships with key stakeholders across the ecosystem for maximum improvements end to end.
• Working with the process optimisation specialist to redesign existing processes and products with the end user in mind, addressing existing user pain-point
• Design and and also evaluate, measure and optimise applications to improve usability
• Conducting Research and competitive analysis of User Experience to recommend improvements
• Stakeholder research to understand needs and pain points
• Ability to define key success metrics, set performance goals, and continually monitor key performance indicators for improvement.
• Analysing issues and problem-solving
• Tracking usability goals and preparing reports for senior management
• Promoting user-centered design within Integrated Solutions and the wider support organisation
• Performing usability tests on new and existing offerings, identifying and recommending improvements
• Providing Subject Matter Expertise to mentor IS teams
• Keeping connected with the Experience Consulting part of the firm to ensure thought leadership and best practices are being applied throughout the support functions

Experience Required:

• Strong collaboration skills, working cross-functionally to build a user-centric culture
• Knowledge and experience in user experience design, user journey mapping, workflow analysis and requirements gathering
• Experience in mapping user journeys, running focus groups and workshops and gathering business requirements
• Experience in creating wireframes, prototypes and user flows using specialist tools such as Axure, InVision, Marvel, OmniGraffle, Visio and Sketch, as well as the Adobe product suite
• Excellent communication skills, organised and strong problem-solving skills
• Oral and written communication skills
• Ability to drive change in matrix environment

Location

National

• The Integrated services organisation is anticipated to be dispersed and as our Firm embraces a hybrid working model the location of this role is flexible.
• It is expected however that some travel will be required to our major hub offices – London, Birmingham, Manchester, and Belfast.
• The role may include overseas travel also.