UX Designer - Part Time & Flexible Working Available
This is a permanent role with a salary of £50,000- £55,000 per annum. Please upload a portfolio alongside with CV & Cover Letter.
Nest is an equal opportunity employer. We are disability confident committed and encourage applicants from all the nine protected characteristics. Applications from part time workers and job shares are welcome.
For internal candidates the salary will be dependent upon experience - NEST level B6.
The Customer Engagement directorate brings together teams that are responsible for setting the strategy and defining NEST’s proposition for different customer segments, delivering product and service changes that improve our customers’ experience, and designing and delivering a targeted customer engagement approach, marketing campaigns and activity to support NEST’s objectives.
There are two core customer experience teams: one for Employers & Intermediaries, and one for Members. Each is headed by a Director who owns the end to end customer experience across all our delivery channels for their respective customer group. These teams set the proposition and strategies for delivering changes to our product, online experience (both PAW, TAW and help centres) and work with colleagues in Service Delivery to agree the servicing model and standards (which is then overseen day to day by the Service Delivery department). The teams also set the marketing strategies and objectives for their customer groups, and, working with the Marketing Creative Services team, implement tactical integrated marketing plans.
As part of the shift to focus on the customer experience the Employer and Intermediary team also includes our Business Development and Account Management function. This has a direct presence in the large employer and intermediary market and seeks new business opportunities and strategically manages our key employer and trading accounts to defend retention risks and seize new opportunities for growing the use of NEST.
These two customer experience teams will be supported by specialist teams that then provide the expertise and delivery capacity to:
provide customer and market insight, providing an evidence base to inform our proposition development and then support the A/B testing of new elements
do the detailed design, working closely with TCS, of product changes and ensure they are delivered as specified and contractually reflected
plan and execute marketing campaigns and events – producing collateral in house or through agencies that is in line with our brand strategy
implement improved digital technology and tools and deploy updates to the PAW and issue marketing emails.
Delivering the customer experience is the largest part of the Directorate and has around 55-60 staff. It also oversees significant budgets, for product change, research, marketing campaigns, propositional development and digital improvements. As a result, we have a strong focus on ensuring there are robust business cases for changes, and that we set and monitor KPIs to ensure we achieve business objectives and value for money.
The teams work closely with colleagues throughout NEST Corporation and its work has direct and tangible impacts on the key interactions our customers have with the NEST scheme daily basis.
Experience and technical skills
The employee will be able to demonstrate the following experience and technical skills:
Supporting design and delivery of a large scale online proposition’
Working from a high-level brief to deliver a creative solution for complex business requirements
Using Axure to design and maintain complex prototypes
Producing high quality design documentation including site maps, user journeys, process diagrams, personas, style guidelines and experience maps
Working within strict brand guidelines and the ability to craft solutions that meet usability and functional design best practice while remaining brand compliant
Applying customer insight to enhance a user experience
Designing complex interfaces across varying audiences under many different use cases and functional conditions
Working with outsourced technology partners and quality controlling their outputs
Working within technology limitations and finding solutions that are possible to implement whilst not compromising quality or end user experience
Personal attributes required
The role will require someone with the following personal attributes:
Excellent presentation skills, particularly when communicating creative solutions
Excellent organisational and planning skills with ability to prioritise and manage own work on several simultaneous projects
First class interpersonal skills and excellent oral and written communication skills
Understanding of best practice user experience approaches and how to apply them, and the technologies that combine to create best of breed user experiences
Able to innovate and constructively challenge the status quo – but pragmatic and willing to compromise when necessary
Highly motivated, results orientated, confident and credible
Able to act decisively, especially when under time pressure
Comfortable and flexible with ambiguity that comes from working in a fast-paced environment
Comfortable learning new technologies and concepts
Passionate about UX, interested to stay up to date with the latest UX methodologies and trends, comfortable sharing UX knowledge with colleagues
Confident in presenting articulate and with excellent English spelling, grammar and copy writing
Closing date for applications: Wednesday 7th August