Working at a Value Chain level, the purpose of this support is to lead on the design and creation of user-centred design plans across multiple projects. This includes all UX Leads supporting the creation and implementation of a user-centred delivery approach within the IT Transformation team and developing an experience framework that will be used across the 4 value chains. The experience framework will develop over time and will be our central location for shared outputs, user-centred design resources, and guides.
Where available vendor provided UX designers or researchers will also conduct research, design and evaluation work. The UX Design Leads will ensure this activity is planned, prioritised and executed to the required standard, maintaining methodological rigour, ensuring alignment with the Experience Framework, and guiding the integration of research, prototyping, testing and iterative improvement throughout each project lifecycle. There is the expectation that UX Design Leads will also be ‘hands on’ as required.
UCD Service requirement Together, the UX Design Leads and vendor UX resources (where available) will deliver seamless, intuitive digital experiences that meet user expectations and support improved satisfaction, efficiency, collaboration and risk reduction. The UX Design Leads will have responsibility for governing UCD activity across the programme, assuring the quality of vendor outputs, managing UX risks and measurement, and ensuring all work supports the delivery of agreed business outcomes within time, cost, quality and compliance requirements. They are responsible for ensuring all UCD deliverables are included in Gate reviews as documented in the Unified Delivery Framework.
UX Management
Lead UCD approach of an individual Value Chain ensuring agreed success outcomes are met.
- Conduct and oversee user research using qualitative and quantitative methods.
- Ensure insights are translated into high-quality outputs such as wireframes, prototypes, and journey maps as appropriate to stage in project.
- Apply and advise on appropriate techniques dependent on project scope, stage and delivery methodology (Agile, Waterfall, Hybrid).
- Oversee project UX people where available, ensuring design standards and outputs are delivered consistently and to a high quality.
- Monitor progress and manage change variances, reporting on UX risks and metrics.
Experience Framework and Maturity
Lead on specialist area of expertise (e.g. User research, design systems, journey management) and develop associated methods and artefact for use across Value Chains enriching our Experience Framework and supporting us to reach our target UX Maturity level.
- Develop and maintain core artefacts (User journeys, design principles, personas, risk logs, governance materials) within the Experience Framework.
- UX Leads should work collectively to ensure consistency and knowledge exchange across programmes and projects, developing:
o Insight hub.
o Design standards.
o Journey management.
- UX Leads should support the UX maturity of the IT Transformation programme and team through expertise, advice, demonstration, acting as a trusted contributor to the team who can work at a strategic and hands on level.
Planning and Mobilisation
- Ensure user-centred design activities are considered, planned and realised throughout project lifecycle across programmes.
- Ensure appropriate resource requirement is provided via vendor.
- Risk, issue & change control:
o Ensure UX risks are tracked with clear ownership, and appropriate escalation.
o Ensure UX risks are appropriately evidenced and impact quantified.
- Stakeholder & communications management
o Build strong relationships across the business to deliver exceptional user experiences based on insight and collaboration.
o Oversee the development and execution of user research outputs to support prioritisation, reporting and change management..
o Present evidence-based ideas and outcomes confidently to teams and stakeholders.
o Provide timely updates to project boards, sponsors, and senior leadership.
- Governance and reporting
o Produce status reports, and governance packs as required.
o Provide required inputs to programme-level reporting and PMO processes. Input to PDDs
▪ Context of use checklists
▪ Usability measurement SUS)
▪ Journey maps
▪ UX risks
▪ User research/ insight reports
o Lead on the implementation of a standardised UX metric (SUS/ UMUX) within your allocated programme.
o Implement new approaches and techniques to support the unified delivery framework and ensure the required evidence to support governance is produced
- Meetings and facilitation
SPECIALIST AREAS:
We encourage applicants with expertise or interest in developing or leading in one or more of the following:
- User Research – Techniques and insight management.
- Design Standards – Principles, standards, accessibility guidance, and brand alignment.
- Journey Management – Personas, journey mapping, opportunity and outcome mapping.
Deliverables:
Deliverables may vary by project and programme but may include the following as a minimum and we expect UX Leads to oversee and contribute to:
- User research plans.
- Design principles.
- User group mapping.