Description
Role Purpose
The technology teams are focused on ensuring that our technology solutions provide the best value and experience to our colleagues. We are expanding the internally facing Human-Centred Design team with a key role to support essential transformation programmes in the firm.
Following the patterns and approaches defined by the firm's current practice, the role of the Human-Centred Designer is to ensure that both the Technology function and where relevant, other Capabilities, deliver an efficient, effective, and consistent customer and/or employee experience across all touchpoints and at all stages of relevant employee journeys. You will need to start with the customer experience and progress towards developing solutions with technology SMEs - however digital technology is at the heart of the colleague experience; therefore, an understanding of data and technology solutions is key to success in this role.
Key Responsibilities
Core knowledge
- Maintain a high level of practical knowledge in the application of Human-Centred Design/Customer Experience (CX) methods
- Awareness of other value-driven approaches eg, Lean Six Sigma, Agile, Design Thinking, etc.
- Develop and maintain a good knowledge of the internal technology development processes
Core tasks
- Plan and Deliver Human-Centred Design contributions to the internal technology development initiatives using proven Human-Centred Design methods.
- Communicate regularly with internal stakeholders incl. employee-facing teams, and Back Office teams to identify CX gaps across all touchpoints and channels, and for all types of interaction
- Elicit, collect, track, and analyse feedback and data, and suggest improvements based on the insights gathered
- Leverage the technical, business and design expertise of experienced, multidisciplinary teams with skills in CX, data science, business management and technology to develop solutions to the gaps identified
- Help the organisation to focus on generating value through its employee initiatives, with a clear performance and experience focus, ensuring that initiatives rapidly deliver value
- Ensure that Human-Centred Design delivery is aligned to the organisation's larger business goals and outcomes
- Interface with Business Analysts to support the development of agile user stories and requirements
- Work closely with Digital Accessibility SMEs to ensure we meet our legal and ethical responsibilities for supporting colleagues with disabilities and long-term conditions.
Governance
- Support the development of business cases and benefits tracking
- Supporting Project Management SMEs, ensure that digital transformation projects are effectively scoped, managed and delivered on time, to budget and within agreed internal risk frameworks
Knowledge, Skills and Experience
Essential (Human-Centred Design)
- Good empathy and listening skills; ability to collaborate with a wide variety of people internally, to put yourself in their shoes, and understand their needs and motivations as customers
- Proven p9, and guide participants through unknown territory to identify and resolve CX issues
- An aptitude for CX technology, data management and analytics, ie, to read and interpret data and to extract useful information that can be acted upon
- Ability to articulate the value of technology to a non-technical audience in a clear and compelling fashion
- Proven understanding of how to apply recognised Human-Centred-Design methods to plan solutions to business problems in complex multi-stakeholder environments.
- Good understanding of digital accessibility requirements and technology
- Experience of using design visualisation & collaboration tools such as Figma
- 5+ years of experience in Digital and Employee Experience
Essential (Other)
- Good understanding of project management concepts, incl. Gantt charts/plans, risks, assumptions, and dependencies, etc.
- Good oral, visual and written communication skills
- Good interpersonal and leadership skills
- Ability to leverage networks internally eg, to tap into additional expertise if required
- Comfortable working with ambiguity at the beginning of projects, with the ability to provide clarity of direction despite this
Desirable
- Practical understanding of GDPR and security
- Bachelor's degree