User Experience Manager

Customer Management Resourcing Limited
05 Jan 2019
31 Jan 2019
Contract Type
Full Time
Job title: User Experience Manager

Location: Buckinghamshire

Salary: Up to £54’200

Contract: Permanent

Start date: ASAP


Customer Management Resourcing (CMR) is a boutique recruitment consultancy that specialise in mid & executive level roles within 'Customer Management'. This includes all management or analytical roles surrounding Contact Centres, Customer Experience & A.I.

We are proud to be working with a well-regarded, tenant led housing association who place their tenants and leaseholders at the heart of their operation. They manage a high number of homes in the Buckinghamshire/ Berkshire regions and due to growth and development, they now have a vacancy for a User Experience (UX) Manager.

Service excellence is critical in this high value environment and it requires a people focused approach, alongside a clear focus on delivery of Key Performance indicators.

Scope of the role:

Continuous improvement of staff and customer experience across all areas, with line management responsibility for a small team of IT and UX staff

Our clients aim is to empower and delight it’s people by improving their processes and using technology in ever changing and innovative ways. They know when combined effectively, a focus on all three of these areas will set them apart from others and help to realise the potential within their communities.

On behalf of our client, we are looking for someone with significant experience of driving continuous

improvement. Skilled at planning and implementing change, you will provide the positive driving force for progress to continue beyond formal project closures. Not just then, but when staff don’t have the time to dedicate to solving their day to day frustrations, you and your team will work on their behalf to get the best from our investments.

As UX Manager you will be focused on making things work better, simpler and faster by seeking out opportunities to continuously improve the status quo. Most notably, you will need to be able to investigate, challenge, document and spec out iterative changes to their processes and technology through our DevOps approach. This will see you and your team engaging with staff from across the business to make things better by pulling together process and customer journey maps as well as improving our use of products such as Sharepoint, Microsoft Dynamics 365 and Microsoft Teams, amongst many others.

Our client needs someone who is resilient, personable and a great manager that can provide

direction, while respecting project management principles and having a natural passion for improving user and customer experience.

Your key duties:

Collaborate with fellow stem leaders to provide a robust and unified panel management approach within the Pod, making sure that everyone acts as one to achieve the Pod and wider business objectives

- Work closely with all stakeholders to inform, shape and iterate on our strategic plans, raising awareness of continuous improvement and UX principles

* Enable the organisation to optimise performance by embedding new ways of working, especially as projects come to a close, ensuring new processes and technologies continue to be developed after they become ‘business as usual’.

* Lead on the business as usual stream of their DevOps approach which will involve your team collecting insights from across the business about future process and technology improvements, prioritising how and when we deliver them to get the best ‘bang for their buck’

* Develop and implement policies, strategies and standards that support the ongoing improvement of their services as required

* Own the preparation and monitoring of a short and long term plan for process and technology improvements, accurately forecasting costs and resource commitments required to deliver change, setting expectations across the business accordingly

* Communicate, communicate, communicate – not just saying it once and ensuring all messages land

* You will lead the User Experience (UX) Stem and through collaboration with your peers, providing line management for a wider pool of IT staff covering database management and mining, core systems support (software only) and future systems development

* Continuously reviewing and improving the Group’s approach to ongoing business improvement, including setting out strategies to achieve corporate objectives, values and purpose and hands on delivery of outcomes

* Continually improving staff and customer use of the group’s digital systems and channels, including: CRM, document storage, websites, social media, e-marketing, etc. as laid out within relevant digital and IT strategies

* Managing their Customer Relationship Management (CRM) and other core system process flows, ensuring strict but responsive change control procedures are adopted to create effortless user experiences that staff and customers can understand

* Championing customer journey mapping or storytelling, rather than just process mapping, to raise awareness of how customers ‘actually’ experience their services

What you’ll need to be considered:

Proven experience and knowledge of user and customer experience principles such as interaction design, visual design, usability, content delivery, information architecture, process mapping and project management (agile and waterfall)

An environment where you have led on positive technological change ideally within the Microsoft stack of products but most importantly with a keen eye for making things more efficient and more easy to use.

Somewhere you have shown a natural ability to not just get your hands dirty when needed, but also set smart objectives and inspire others to deliver against themA background where you have managed several large, complex and successful objectives simultaneously and been able to prioritise and set expectations as needed to remain agile, but stay on time and deliver results

An environment where you have continuously strived to improve things and neverbeen prepared to settle for ‘good enough’, at the same time as having shown your ability to manage and then exceed expectations

Someone who makes the extra mile a regular part of their journey, by sweating the small stuff, getting the basics right and finding ways to better people’s experiences

You’ll need to be a passionate advocate for the use of technology to deliver better services

You’ll be a User Experience expert, who motivates and inspires all those around them to not accept anything less than the best for their partners, staff and customers

A knowledgeable but approachable ‘techie’ person who people can come to for advice with finding solutions to challenges that span people, process and technology

Someone who is flexible, confident and easy to talk to, who can influence strategic plans as well as find solutions to day to day challenges with their ‘can-do’ attitude

A digital leader and team player, who can work closely with colleagues, suppliers and other stakeholders to foster great relationships and return value for the business

An ability to define and monitor regular performance reporting, encouraging continuous improvement

Have excellent knowledge of IT systems in a diverse and ever-changing business environment, with ‘a finger on the pulse’ for emerging trends, technology and change

Be at ease with technology - someone who is able to translate it for others, shine a light on better ways of working, find the extra 1% in everything they touch, with an inclusive and inspiring style that brings people with them on the journey

Benefits/ Remuneration:

* A competitive salary of circa £50’000 - £54’200

* 26 days annual leave plus public holidays and the option to buy/ sell additional annual leave

* Good pension scheme contribution

* Life assurance

* Range of discounts off local businesses and services

* Flexible working

* 1 day a year paid for any volunteering projects you wish to partake in

How to apply:

To be considered for this opportunity or for more information, you will need to email an updated CV quoting job reference '10890-NF'

We do endeavour to respond to as many applications as possible, however due to the high volume of applications we tend to receive we cannot always advise each individual unsuccessful applicant. If you haven’t heard from us within 14 days of submitting your application, please assume that on this occasion you have been unsuccessful

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