Head of User Experience – Up to £90,000 + Bonus

My client have thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, they take their commitment to providing essential services to customers across the UK very seriously. They are the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together!

My client know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why they have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And they are improving their online and in store experience for customers. My client know that their customers never stop changing, so neither will they!

This role is to come on board as their Head of UX; managing a team, growing it out, working across the entire brand along with two new product streams building from the ground up! – This is an exciting opportunity to join a well known and respected brand, while working on a range of complex projects!

Qualifications, experience and skills

• Relevant experience and an outstanding portfolio of prior creative work that demonstrates an end-to-end process of conception to delivery using design thinking, across a range of different projects and platforms. Experience of proposition design, service design and service blueprinting strongly desired
• Experience of successfully leading UX/experience design and UI/visual design teams, preferably in-house with comfort managing team operations and development
• Strong experience of delivering interface design and providing creative direction across both responsive web and apps (iOS or Android), with an understanding of their respective importance for customer journeys and associated challenges
• Solid understanding of the product development/DevOps process and several years working in a UX role within an Agile/Scrum environment
• Demonstrable experience of scoping and leading user experience research activities using various techniques and methods (both qualitative and quantitative, such as large data studies and ethnographic research) and interpreting results & insight for evidence-based product decisions and development of new features
• Experience of leading digital style guide creation across formats and application of brand essence to designs. A keen eye for detail is essential to drive consistency of experience across brand, visual design, interaction, as well as content, Including experience of implementing UX designs on various CMSs with solid understanding of their constraints
• Proven ability to manage complex stakeholder relationships to gain buy-in from across business units, including Marketing, Legal, Risk and Compliance as well as Product Managers
• Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and internal stakeholders
• Familiar with conversion rate optimization techniques and design patterns and their application to customer journey and performance improvement
• Experience of designing UX for both B2B and B2C, across multiple industries; retail, identity services and financial services. Financial services experience should include retail banking products such as credit cards, loans, mortgages, insurance etc.
• Knowledge and understanding of the regulatory environment including eKYC, PCI DSS, PSD2 and GDPR and their impact on UX
• Advanced skills and ability to traverse between various tools e.g. Jira, Confluence, Axure, Omnigraffle, Sketch, InVision, Marvel, Adobe Suite and other similar tools
• Undergraduate degree in graphic or interaction design, digital design, industrial design, product design, visual design, or equivalent
• Knowledge and ability to write relevant languages HTML, CSS etc. an advantage
• Drive to constantly challenge the status quo to improve customer experience and ways of working
• Knowledge of best practice and passion for the industry as a whole, as well as being an active member of the UX Community to ‘bring the outside in’

To be considered for this unique opportunity, please click “Apply” or contact me direct; dsims@welovesalt.com

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