Experience Design Project Lead - London, United Kingdom - Public Sector Resourcing

Public Sector Resourcing

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Experience Design Project Lead - Inside IR35

Contract Term: 6 months with potential for extension

Contracting Authority:
Great British Railways Transition Team (GBRTT)

Location:
Hybrid - London 2-3 days per week

Great British Railways Transition Team (GBRTT) are on an exciting journey to create a simpler, better railway for everyone in Britain.

Our people and culture are at the heart of this - we're bringing together a wide/diverse range of people from across the rail sector and from other industries to help shape the future of Britain's railway.

Joining the GBRTT truly is a once-in-a-generation opportunity to be a part of something purposeful and revolutionary, where you can develop your skills and experience.

We believe people should be their authentic selves at work and be able to thrive, bringing unique experiences, fresh perspectives, and creative thinking to challenge conventional ways of doing things.

If you're up for an exciting challenge and like the sound of what we're looking for then we'd love to hear from you

As an Experience Design Lead you will lead the experience design for Fares, Ticketing and Retail and maintain a joined-up customer centric view across FTR delivery.

The Experience Design Lead will ensure the customer experience acts as the guiding mind for FTR, meaning our capabilities will be designed with a customer-first mindset and grounded in research and insight.

As an Experience Design Lead
your main responsibilities would be to:

Act as the guiding mind for customer experience in the FTR programme, so that decisions across the programme are made with an appreciation for what it means for the customer experience. Champion the customer and be the common thread for customer experience across the programme, motivating and inspiring people to consider customer in everything they do.
Assess and recommend the programme of work required to establish the Customer Experience workstream within FTR, the objectives and outputs it will deliver, and the resource required, as well as any cultural change that may be required in order to deliver the objectives.
Source, onboard and manage required resource and agencies, to deliver to time and budget. This includes management, and development of the Customer Journey Analyst and any subsequent team members.
Evolve the existing highlevel FTR customer experience design so that it reflects the full ambition of the programme and evolves in line with programme decisions so it's always up to date.
Lead the creation of customer journey maps for the whole FTR programme and the evolution of these as required to support programme planning and delivery. Propose the phases of work required to deliver this, and budget required, in collaboration with the work packages.
Lead collaboration with the FTR technology workstream to ensure that Customer Experience and Technology are enabling the work packages to deliver with a joinedup view across the customer experience and the technology required to deliver those experiences.
Lead the Customer Journey Mapping Working Group to deliver all outputs to time and budget.
Lead the visualisation of the highlevel customer experience and customer journey maps to deliver engaging artefacts that enable all audiences to understand what the FTR experience will be. These live documents should inform decision making and enable us to bring our plans to life for wider stakeholders, both internal and external to GBRTT.

Essential:

Experience of designing and delivering customer journey maps.
Experience delivering engaging, informative visual outputs that enable a wide audience to understand the customer experience design and utilise it to inform decision making.
Strong engagement and stakeholder management skills, with the ability to generate enthusiasm, interest and buy in for widereaching initiatives.
Ability to influence at all levels, internal and external to the organisation.
Proven commercial acumen, with an understanding of how customer experience design can drive key strategic and commercial decisions.

***- Please be aware that this role can only be worked within the UK and not Overseas._