Lead Quality Manager – Design and Implementation c.£65000per annum Bedford Permanent Hybrid Working Join us at the Money and Pensions Service (MaPS) as a Lead Quality Manager. This role offers you the chance to make a significant impact by leading the teams input into the design and implementation of our advice and guidance services, ensuring high-quality information and a positive customer experience. You will support service delivery functions through mechanisms like delivery model assessments, commercial activity, and service design. Additionally, you will lead workstreams focused on developing customer experience and quality assurance methodologies. Championing the voice of the customer, you will drive service improvement and ensure compliance with FCA-approved MaPS Standards.You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing. Role Overview The Lead Quality Manager (Design and Implementation) will report directly to Senior Customer Experience & Quality Manager.In this role, you will be responsible for: Key Responsibilities: Support the implementation of the Customer Experience and Quality (CX&Q) Framework across MaPS services, both internally and with external delivery partners. Design, test and implement new or existing customer experience and quality assurance methodologies to ensure a risk-based, proportionate and future proofed assurance approach can be applied to monitor and improve compliance during: design and mobilisation of new or evolving services ongoing service delivery To ensure that customer experience and quality are embedded in the way we design, implement, mobilise and deliver customer facing services at MaPS. This will include leading CX&Q team input when conducting delivery model assessments and/or designing or mobilising new services, or changes to existing services, to ensure MaPS Standard compliance, and other relevant CX or quality factors are considered early to set the service up for compliant future delivery. Lead service design, procurement, evaluation and eventual mobilisation input on behalf of CX&Q in key commercial activity aligned to MaPS service delivery model. Represent CX&Q in workstreams and working groups across MaPS, building and maintaining strong relationships including senior and operational stakeholders, both internally and externally. Ensure a wide range of data and insights are utilised to identify themes and opportunities for improvements to services. Ensure quality assurance methodologies are designed to collect meaningful data that can identify root causes and be used to drive improvements. Input into and lead elements of the service improvement plan for the CX&Q team. Working as part of the CX&Q management team, to support the delivery of the corporate and strategic objectives of the organisation by: Inputting into team, directorate and operational planning processes including budget, resourcing and workstream planning. Reporting on management information about the performance of the area to senior and external stakeholders. Lead day to day project management of workstreams and line management of Quality Managers in the team. You will need to demonstrate the following skills and experience. To excel in this role, you will need to demonstrate: Understanding of the debt, money and pensions sectors with a working knowledge of the complexity in the delivery models. Strong knowledge of CX&Q monitoring and assurance principles within a service delivery and regulatory environment. Experience designing and implementing CX&Q monitoring systems and testing methodologies including customer journey focused approaches. Awareness and a working understanding of commercial processes including service design, procurement, evaluation and eventual mobilisation of key commercial activity aligned to service delivery models. Strong leadership and people management skills including: Ability and experience of giving and receiving feedback objectively and sensitively and an ability to challenge constructively. Experience of supporting people and organisation through change processes, with a strong understanding of the importance of support, development and motivation of staff. Excellent communication and stakeholder management skills influencing and engaging a range of stakeholders including senior and operational stakeholders, both internally and externally. Strong analytical skills and experience of working with a range of data/insight sources able to identify opportunities, risks and gaps, and present options and recommendations to enable data driven decision making. Proactive with strong project management, prioritisation and planning skills. About Us The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.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 with our values: Caring We care about our colleagues and the people whose lives we are here to transform. Connecting We will transform lives