Job Description:

Capita Technology and Software Solutions (TSS) is Capita’s shared service responsible for the digital delivery of proprietary products and services across all Capita Divisions for our public and private sector clients.

Service Excellence is one of the TSS pillars working as the front door to TSS to help the Divisions to be successful by providing a predictable, efficient, effective and reliable experience. The role of Technical Product Management within Service Excellence is to take the lead in consolidating and standardising product and service offerings with a focus on quality and exemplary user experience.

The Service Excellence pillar is seeking a skilled User Experience (UX) Research Manager to join the Technical Product Management team reporting to the Head of Technical Product Management. This individual will collaborate with Divisional UX teams and TSS UX design teams to drive UX excellence using common tools, methods and approaches and based on design-thinking principles, to help create digital products and services that delight our customers and achieve better outcomes for them and those they serve.

You will be joining a new team working together to define the team strategy with an opportunity to expand your own team in the future.

Collaborating with Divisional UX teams and TSS UX design teams to drive UX excellence using common tools, methods and approaches and based on design-thinking principles. This will be aligned to a central UX enablement programme, to help create digital products and services that delight our customers and achieve better outcomes for them and those they serve.
 

Key Responsibilities

• Work collaboratively with Divisional UX teams and TSS UX design teams to deliver product and services with a complete customer experience.

• Create use cases that clearly articulate the functionality of the product.

• Support the build of user interfaces.

• Work collaboratively with the Divisional UX teams and TSS UX design teams to document a standardised approach to UX research and design throughout the product lifecycle based on design-thinking principles.

• Best practice adoption of relevant UX research tools.

• Collaborate with the Divisions to standardise UX research and design enablement.

• Ensure that customer value is well defined and validated before a feature is placed on the product roadmap.

• Enable the Divisions to create both incremental and greenfield propositions to maximise growth.

• Provide regular UX research and design coaching, mentoring and support pan-Capita.

• Curious.

• High Emotional Intelligence.

• Experience leading a UX practice.

• Previous experience implementing a range of both qualitative and quantitative UX research methods and frameworks from which insights can be derived to drive an exemplary user experience.

• Experience coaching, mentoring and supporting product managers and UX research and design teams to use customer insights to drive business decisions in at least one of the following areas:

o Cyber Security
o Automation (e.g. UiPath, Blue Prism)
o Application Integration
o Internet of Things (IoT)
o Agile development of Software Applications in Public and Private Cloud environments including Low-Code, No-Code implementations
o Networking and Platform Services.

• Educated to degree level or similar/equivalent experience.

• Previous experience of lean product management methods combined with design-thinking principles.

• Strong communication skills with all key internal and external stakeholders – written and verbal – combined with strong influencing and negotiating skills.

• Experience of leading virtual project teams in large matrix structures across different cultures and time zones.

• Ability to understand, monitor and maintain project plans.

• Self-motivated and able to work alone or as part of a team.

Desirable

• BSc (Hons) User Experience or equivalent.

• At least 3 years’ experience working as a UX Researcher for B2B technology companies in a dynamic, fast-paced environment.

• Experiencing driving UX enablement programmes, centres of excellence and/or communities of practice.

• Experience of launching new products and new releases of existing products.

• Experience of retiring products.

• Expert user of a range of UX research tools to manage cohort analysis, customer interviews, observational studies and other UX research methods and frameworks.

What’s In It for You?

• 23 days holiday (rising to 27) with the opportunity to buy extra leave.

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more.

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health and wellbeing, travel, and technology.

• You’ll get the chance to follow your chosen career path anywhere in Capita.

You’ll be joining a network of 61,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What We Hope You’ll Do Next
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, you can contact Michael.Rosbotham@capita.com

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.