UX Design Lead

Working at a Value Chain level, the purpose of this support is to lead on the design and creation of user‑centred design plans across multiple projects. This includes all UX Leads supporting the creation and implementation of a user‑centred delivery approach within the IT Transformation team and developing an experience framework that will be used across the four value chains. The experience framework will develop over time and will be our central location for shared outputs, user‑centred design resources, and guides.

Where available, vendor‑provided UX designers or researchers will also conduct research, design and evaluation work. The UX Design Leads will ensure this activity is planned, prioritised and executed to the required standard, maintaining methodological rigour, ensuring alignment with the Experience Framework, and guiding the integration of research, prototyping, testing and iterative improvement throughout each project lifecycle. There is the expectation that UX Design Leads will also be ‘hands on’ as required.

UCD Service requirement:
Together, the UX Design Leads and vendor UX resources (where available) will deliver seamless, intuitive digital experiences that meet user expectations and support improved satisfaction, efficiency, collaboration and risk reduction. The UX Design Leads will have responsibility for governing UCD activity across the programme, assuring the quality of vendor outputs, managing UX risks and measurement, and ensuring all work supports the delivery of agreed business outcomes within time, cost, quality and compliance requirements.

They are responsible for ensuring all UCD deliverables are included in Gate reviews as documented in the Unified Delivery Framework.

Lead UCD approach of an individual Value Chain ensuring agreed success outcomes are met.

• Conduct and oversee user research using qualitative and quantitative methods.
• Ensure insights are translated into high‑quality outputs such as wireframes, prototypes, and journey maps as appropriate to the stage in the project.
• Apply and advise on appropriate techniques dependent on project scope, stage and delivery methodology (Agile, Waterfall, Hybrid).
• Oversee project UX people where available, ensuring design standards and outputs are delivered consistently and to a high quality.
• Monitor progress and manage change variances, reporting on UX risks and metrics.

Lead on specialist area of expertise (e.g. user research, design systems, journey management) and develop associated methods and artefact for use across Value Chains enriching our Experience Framework and supporting us to reach our target UX Maturity level.

• Develop and maintain core artefacts (User journeys, design principles, personas, risk logs, governance materials) within the Experience Framework.
• UX Leads should work collectively to ensure consistency and knowledge exchange across programmes and projects, developing:
  • Insight hub.
  • Design standards.
  • Journey management.
• UX Leads should support the UX maturity of the IT Transformation programme and team through expertise, advice, demonstration, acting as a trusted contributor to the team who can work at a strategic and hands‑on level.

• Ensure user‑centred design activities are considered, planned and realised throughout the project lifecycle across programmes.
• Ensure appropriate resource requirement is provided via vendor.
• Risk, issue & change control:
  • Ensure UX risks are tracked with clear ownership, and appropriate escalation.
  • Ensure UX risks are appropriately evidenced and impact quantified.

• Build strong relationships across the business to deliver exceptional user experiences based on insight and collaboration.
• Oversee the development and execution of user research outputs to support prioritisation, reporting and change management.
• Present evidence‑based ideas and outcomes confidently to teams and stakeholders.
• Provide timely updates to project boards, sponsors, and senior leadership.

• Produce status reports, and governance packs as required.
• Provide required inputs to programme‑level…