User Experience Manager

Driver and Vehicle Standards Agency; Birmingham; On-site; GBP 45,000 - 55,000; Full time

Job summary

A governmental agency in Birmingham is seeking a User Experience Manager to lead the User Services User Experience Programme. This role requires strong stakeholder management and the ability to analyze user feedback to enhance service delivery. The position promotes user education and innovation in IT services, offering competitive benefits including a generous pension contribution and flexible working options.

Benefits

28.97% employer pension contribution

25 days annual leave plus bank holidays

Flexible working options

Qualifications

• Experience in managing user experience programs.
• Ability to analyze user feedback for service improvements.
• Effective communication and stakeholder engagement skills.

Responsibilities

• Promote benefits of the knowledge base to teams and users.
• Ensure Knowledge Base is updated for user experience improvement.
• Analyze feedback for continuous service improvements.

Skills

Stakeholder management

User experience analysis

Communication skills

Coaching and development

Collaboration

Job description

Reporting directly to the Innovation and UX manager, the purpose of the User Experience Manager is to manage the User Services User Experience Programme. Owned by the Head of User Services, the goal of the program is to align User Services objectives to DVSA and PD&D strategic objectives whilst focusing on building strong business relationships. This role will focus on: User Education/Skills/Knowledge Innovation User Adoption

Key Responsibilities

• Using stakeholder relationships, promoting the use and benefits of the knowledge base to Technology Services Teams and end users.
• Responsible for ensuring that the Knowledge Base is kept up to date by the User Experience Analyst to continually improve the user experience.
• Responsible for ensuring that all feedback is collated and analysed from all DVSA users and using the data captured to feed into continual service improvements.
• Responsible for working with Technology Services Teams to understand and share their development and application of ideas that improve the way that the IT function works amongst the wider team and end users.
• Collaborating with Business Partners and Change Networks to promote these improvements.
• Chair and facilitate the User Services Improvement Group (USIG) with responsibility for maintaining the User Services CSI (Continual Service Improvement) Register, escalating service or reputational issues to the Head of User Services.
• Ensure that all IT related communications are updated on our distribution channels and shared with stakeholders.
• Lead and manage the User Services User Experience Programme to align with DVSA strategic objectives.
• Promote user education, innovation, and adoption of IT services across the agency.
• Chair and facilitate the User Services Improvement Group and maintain the CSI Register.
• Oversee the management and continual improvement of the Knowledge Base.
• Analyse user feedback to drive service improvements and enhance user experience.
• Deliver targeted IT communications and support user training initiatives.
• Provide direct line management, coaching, and development for team members.
• Collaborate with internal teams and stakeholders to implement best practices and service enhancements.

Benefits

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday
• Flexible working options where we encourage a great work-life balance.
• Read more in the Benefits section below! Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

Disability Confident

About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .