Lead Quality Manager Design and Implementation

Overview

The Lead Quality Manager (Design and Implementation) will report directly to Senior Customer Experience & Quality Manager.

• Support the implementation of the Customer Experience and Quality (CX&Q) Framework across MaPS services, both internally and with external delivery partners.
• Design, test and implement new or existing customer experience and quality assurance methodologies to ensure a risk-based, proportionate and future proofed assurance approach can be applied to monitor and improve compliance during:
• To ensure that customer experience and quality are embedded in the way we design, implement, mobilise and deliver customer facing services s will include leading CX&Q team input when conducting delivery model assessments and/or designing or mobilising new services, or changes to existing services, to ensure MaPS Standard compliance, and other relevant CX or quality factors are considered early to set the service up for compliant future delivery.
• Lead service design, procurement, evaluation and eventual mobilisation input on behalf of CX&Q in key commercial activity aligned to MaPS service delivery model.
• Represent CX&Q in work streams and working groups across MaPS, building and maintaining strong relationships including senior and operational stakeholders, both internally and externally.
• Ensure a wide range of data and insights are utilised to identify themes and opportunities for improvements to services.
• Ensure quality assurance methodologies are designed to collect meaningful data that can identify root causes and be used to drive improvements.
• Input into and lead elements of the service improvement plan for the CX&Q team.
• Working as part of the CX&Q management team, to support the delivery of the corporate and strategic objectives of the organisation by:
• Lead day to day project management of work streams and line management of Quality Managers in the team.

To excel in this role, you will need to demonstrate:
• Understanding of the financial or regulated services such as debt, money and pensions sectors, with a working knowledge of the complexity of these delivery models or equivalent.
• Strong knowledge of customer experience and/or quality assurance monitoring and assurance principles within a service delivery and regulatory environment.
• Experience designing and implementing customer experience and/or quality assurance monitoring systems and testing methodologies such as customer journey focused approaches.
• Awareness of commercial processes including service design, procurement, evaluation and eventual mobilisation of key commercial activity aligned to service delivery models.
• Strong leadership and people management skills including:
  • Ability and experience of giving and receiving feedback objectively and sensitively and an ability to challenge constructively.
  • Experience of supporting people and organisation through change processes, with a strong understanding of the importance of support, development and motivation of staff.
• Excellent communication and stakeholder management skills influencing and engaging a range of stakeholders including senior and operational stakeholders, both internally and externally.
• Strong analytical skills and experience of working with a range of data/insight sources able to identify opportunities, risks and gaps, and present options and recommendations to enable data driven decision making.
• Proactive with strong project management, prioritisation and planning skills.

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values - caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and…