Role: Head of Digital and User Experience Design
Offer type: Permanent
Salary: £60,000 - £75,000
Location: This is a remote role, based nationally
NCS Trust is an equal opportunities employer, embracing diversity and inclusion. At NCS we respect and value differences in people and all hires are made on merit.
We particularly welcome applications from people who are Black, Asian, or from an ethnically diverse background, or people with disabilities, as these groups are currently underrepresented particularly in our leadership.
We are committed to improving equality of opportunity in the workplace and are a signatory to the Race at Work Charter from Business in the Community, the Prince’s responsible business network; and the Disability Confident Committed employer scheme.
Role Purpose
This role sets the strategy for and oversees implementation of effective user journeys across our digital touch points (including website/myncs/partner platforms/ crm newsletters) for young people and key stakeholders engaging with NCS. Skills in user experience design, customer journey mapping and content strategy (not just for marketing content).
Key Activities
* Introduce an agile, user-centered development model across all of our digital services, to ensure effective end to end journeys for young people
* Lead multi-disciplinary teams of research, design and technology colleagues to develop the digital roadmap in support of young people’s goals
* Oversee the creation of content and digital interfaces that are engaging for youth audiences
* Manage a number of suppliers and agency partners to create exceptional content and experiences for end users
* Lead the embedding of design-thinking approaches at NCS, upskilling colleagues as needed
* Influence senior stakeholders to secure buy in to digital and investment to develop NCS’s capabilities in digital
* Ensure defined journeys are built into our communications and marketing planning at all levels
* Set up a user research approach working in partnership with the strategy and insights team
* Ensure all of our online touchpoints are accessible and introduce a usability testing approach
* Support the creation of a holistic data approach across the end to end journey
* Oversee the creation of holistic crm journeys and effective email marketing strategies working with the brand and content team
* Support NCS’s wider digital transformation ambitions, helping the organisation to adopt new approaches to supporting young people
* Support the growth of innovation at NCS through enabling the right development processes
Role Specific Skills
* Leading the design of digital products which engage youth audiences with a focus on outcomes for the end user not technical solutions or products
* Solid background in user-centered design, experience of content design and product management
* Understanding of accessibility and extensive experience developing content through co-creation, ideally with young people
* Delivering business change through digital
* Influencing stakeholders at all levels, including board level
* Customer journey mapping and creating effective journeys by representing and advocating from the perspective of an end user
* managing multiple external agencies supplying content and UX/UI expertise
* working very closely with service design to ensure digital products meet the service goals of users
* working very closely with technology teams to create viable designs which match enterprise architecture
* tracking and managing performance of digital products and ROI
* Implementing data driven approaches to deliver improved impact
* demonstrable experience of creating tangible impact through the creation and iteration of effective journeys
* Working across team boundaries to create the best products and services for young people
* Excellent leadership capabilities and good people skills
Measures of Success
* Everyone within NCS Trust will have a clear understanding of the problems we are solving for young people and how the platforms will be used and how we will measure impact.
* We’ll have effective, impactful digital touchpoints which enable young people to achieve their goals
* We’ll be able to track and understand what works with data-driven decision making
* We will offer engaging, exciting digital touchpoints for young people
Experience & Qualifications
Essential:
* Experience leading the design of digital products which engage youth audiences
* Experience leading multi-disciplinary teams and upskilling colleagues at all levels around digital ways of working
* Significant experience in user-centered design, customer journey mapping, content design, product management and business change
* Experience developing services using an agile development approach in line with government service standards
* Experience embracing technology and data, driving innovation and integration new digital products with those that already exist
* Experience managing multiple external agencies supplying content and UX, UI expertise
* Experience working very closely with technology teams to create viable designs which match enterprise architecture
* Experience working with marketing teams to deliver messaging and journeys that achieve desired outcomes
* Experience tracking and managing performance of digital products and ROI
* Experience managing budgets
* Line management experience
Desirable:
* Experience working with Salesforce technology
Our benefits include
* 28 days annual leave in addition to Bank Holiday entitlements.
* 5 Volunteer days
* Enhanced Maternity/Paternity/New parental (Subject to 1 year of service) pay
* Life Assurance
* 24/7 access to an Employee Assistance Program
* Access to a self-directed learning and development platform
* Access to a national discount platform, shared with one family member
* Discounted Eye Care
* Cycle to work scheme
* Flexible working
* Well being days
We welcome applications from candidates who do not have all of the criteria for the role. We believe in potential for growth and development at NCS.
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