Digital Customer Design Manager
Motability Operations
Bristol or London,United Kingdom
1d ago

About The RoleThe role is responsible for all areas of the design process including user research, prototyping, information architecture, user testing and detailed interaction design.

Reporting into the Digital Customer Product Manager, key responsibilities include :

  • Lead and develop a team of UX and UI designers do deliver exemplary designs across multiple deliverables within the Digital Customer programme
  • Scope and plan the design aspect of digital initiatives including selecting the right people, approaches and tools to solve the problem
  • Champion a customer-centric approach to solving problems
  • Deliver digital accessibility by ensuring team members have up to date knowledge of the latest WCAG 2.1 accessibility guidelines and all designs are accessible to all
  • Continuously improve our design methodology and keep abreast of new tools and processes
  • Be an expert user of design software tools (i.e. Sketch, Axure, Adobe XD, Invision Studio, Framer and similar)
  • Provide constructive feedback to UX / UI designers on artefacts such as research plans, personas, journeys, service blueprints, wireframes and prototypes
  • Use a hypothesis-driven design approach, measure product success and draw actionable insights from qualitative and quantitative data
  • Skillfully facilitate design workshops and collaboration sessions to ensure that all stakeholders have their opinions and ideas heard
  • Understand and navigate the trade-offs between usability, development complexity and security
  • About You

    This role is perfect for someone who is passionate about customers, continuously seeking to better your understanding of their needs in order to drive positive customer outcomes.

  • A driven and experienced manager in digital design to support the creation of our online services
  • Creative in delivering the best possible customer experience while balancing this with business needs
  • You fall in love with the problems rather than only focussing on solutions
  • You have the ability to think strategically; clearly articulating the purpose and value of your teams’ work, for customers and for the business
  • You are competent in using quantitative and qualitative insights to identify product opportunities and improvements
  • You are enthusiastic, motivated and driven to develop our capabilities to deliver excellent online digital services to our customers
  • You will have gained the following mandatory experience :

  • Experience of managing a team of designers to deliver successful customer and business outcomes
  • Delivery of prototypes and artefacts that showcase your ability to get hands on with UX design and prototyping tools (i.
  • e. Sketch, Axure, Adobe XD, Invision Studio, Framer and similar)

  • Delivered projects with user experience and design embedded within the development of product and services
  • Created designs incorporating user insight to make a real difference to the designed solution
  • Delivery of digital products and services to customers using agile development methodologies
  • Experience of working with technical teams to deliver strategic projects
  • About The Company At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment.

    We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 600,000 customers.

    We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

    Our values are at the heart of everything we do and our people demonstrate these values :

  • Inclusion
  • Forward thinking
  • What’s on offer

    As a Motability Operations Ltd team member you can expect :

  • Competitive salary
  • 28 days holiday in addition to bank holidays
  • 15% non-contributory pension
  • Annual bonus
  • Private healthcare
  • Life assurance
  • Voluntary benefits such as health checks, travel insurance and gym membership
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