User Experience Manager

Government Recruitment Service; Swansea; On-site; GBP 40,000 - 50,000; Full time

Job summary

A public sector organization in Swansea is seeking a User Experience Manager to lead the User Services User Experience Programme. The successful candidate will promote user education and adoption of IT services, manage the Knowledge Base, and analyze user feedback for service improvements. Strong leadership, communication, and stakeholder management skills are essential. Join us to deliver excellent outcomes for the public within a supportive work environment.

Benefits

Employer pension contribution of 28.97%

25 days annual leave plus bank holidays

Flexible working options

Qualifications

• Proven ability to manage user experience programs, focusing on user education and innovation.
• Strong analytical skills to interpret user feedback and drive service improvements.
• Experience in facilitating collaborative groups and managing strategic objectives.

Responsibilities

• Lead and manage the User Services User Experience Programme.
• Promote user education and adoption of IT services.
• Chair the User Services Improvement Group.
• Manage and improve the Knowledge Base.
• Analyze user feedback to drive service improvements.
• Deliver targeted IT communications.

Skills

Stakeholder management

User education

Data analysis

Communication skills

Team leadership

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 objectiveswhilst focusing on building strong business relationships.

This role will focus on:

User Education/Skills/Knowledge

Innovation

User Adoption

• 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.

Joining our department comes with many benefits, including:

• 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

Your responsibilities will include, but aren’t limited to:

• 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.

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.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.