Head of Proposition and Service Design

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The Head of Proposition and Service Design will lead the Design and Validation team comprising of strategic customer journey, new product development, content strategy and channel strategy. They will own the 1-3 year retail experience roadmap.Client DetailsCentral government organisationOffices across the following locations: Durham, Glasgow, London, Lytham St AnnesDescriptionCustomer Journeys:

* Develop and maintain an overview of all the primary customer journeys

* Provide support as subject matter experts on key change projects identified as having significant positive of negative impact on customer experience

New Product Development:

* Develop product propositions that address both organisational SDM and customer needs

Strategy Validation:

* Identify opportunities for joint funding with Atos, other suppliers (including Backbase, Fintechs etc.) or other central government (e.g. GDS Government as a platform)

Channel Strategy:

* Development of digital channels and services

Content Strategy:

* Develop a content strategy for NS&I's channels and drive its roll out and operationalisationProfile* Experience of developing strategic roadmaps

* Experience of new product development including POCs

* Deep understanding of the role of content in customer experience.

* Experience of rolling out a transformation within a complex organisation

* Deep knowledge of service design, customer journeys, UX and CX

* Experience of decision making in a fast changing and ambiguous environment which maximises value and minimises riskJob OfferSalary up to £65k (£75k for London)Offices available at following locations: Durham, Glasgow, London, Lytham St AnnesGenerous and tailored L&D offeringMentoring (including reverse mentoring) & Coaching opportunitiesHybrid workingTwo contributory pension schemes (Alpha & Partnership Pension)9 day fortnight schemeGenerous annual leave - starting at 25 days, increasing to 30 days