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Civil Service Pension with an average employer contribution of 27%
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Digital
Strategy
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About the job
Job summary
In this role you will:
- Lead the Design and Validation team comprising of strategic customer journey, retail strategy, new product development and content strategy.
- Own the 1-3 year retail experience roadmap.
- Own strategic Customer Satisfaction (CSAT) and strategic Net Financing (NF).
- Support the Retail Strategy by validating innovative ideas and high level strategic plans using a variety of techniques including forecasting, Proof of Concept (POC) development and insight with view to developing SPP bids (strategic business cases).
Job description
The key responsibilities are as follows;
Customer Journeys
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- Develop and maintain an overview of all the primary NS&I customer journeys
- Monitor pain points, conversion rates and operational CSAT on key journeys. Develop strategic plans to address issues not being tackled by change projects or channel delivery teams.
- Provide support as subject matter experts on key change projects identified as having significant positive of negative impact on customer experience.
- Forecast a longer term view on CSAT and drive a roadmap of interventions designed to uplift and manage risk for strategic CSAT
New Product Development
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- Managing the longer term forecast and risk profile for strategic NF
- Develop product propositions that address both organisational SDM and customer needs
- Build the strategic case for new products, gain buy in from senior stakeholders (Exco/Atos) and develop SPP bids
Strategy Validation
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- Work with Retail strategy & Delivery and Monitoring to develop proof of concepts to validate delivery options for strategic plans
- Identify opportunities for joint funding with Atos, other suppliers (including Backbase, Fintechs etc.) or other central government (e.g. GDS Government as a platform)
- Develop SPP bids
Channel Strategy
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- Development of digital channels and services
Content Strategy
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- Develop a content strategy for NS&Is channels (inc social media) and drive its roll out and operationalisation.
Use the outputs from the functional areas above and Retail Strategy, develop and manage the retail experience roadmap with a 1-3 forward view. Work closely with the Delivery and Monitoring team to ensure their annual plans are synchronised with the roadmap and the teams input is fully reflected.
Work closely with insight and research teams to improve the utility of insight and research for future planning
Person specification
Essential experience
- Extensive experience in leading a multi-disciplinary team
- Experience of developing strategic roadmaps
- Experience of new product development including POCs
- Experience of rolling out transformation within a complex organisation including experience of decision making in a fast changing and ambiguous environment
Essential technical knowledge and skills
- Deep knowledge of service design, customer journeys, UX and CX
- Demonstrable strategic thinking skills with the ability to articulate a vision to drive change
- Experience of understanding data, including unstructured and structured data, and experience of data to drive better outcomes for the business and the customer
- Solid technical understanding to make decisions involving digital data including APIs and Apps.
Desirable qualifications, experience and technical knowledge and skills
- Masters level qualification in business, technology, customer experience or strategy.
- Experience in a delivery function
Behaviours
We’ll assess you against these behaviours during the selection process:
Benefits
£18,360 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.
A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.
Some benefits of working at NS&I include:
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- Learning and development tailored to your role
- An environment with flexible hybrid working options
- 9 day fortnight scheme
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
- Generous annual leave starting at 25 days, increasing to 30 days
- Performance related variable pay bonus
- Enhanced maternity, paternity, adoption and shared parental leave
Things you need to know
Selection process details
To apply, please click the link on this advert and follow the steps to complete the application form.
In your application you will be asked to provide the following;
- An outline of your career history and qualifications with your key responsibilities and achievements.
- A Statement of Suitability (max 1000 words) focusing on your experience of the following key criteria;
- Extensive experience in leading a multi-disciplinary team.
- Experience of rolling out transformation within a complex organisation including experience of decision making in a fast changing and ambiguous environment.
- Deep knowledge of service design, customer journeys, UX and CX
- Demonstrable strategic thinking skills with the ability to articulate a vision to drive change.
- Experience of understanding data, including unstructured and structured data, and experience of data to drive better outcomes for the business and the customer.
- Solid technical understanding to make decisions involving digital data including APIs and Apps.
Please note there is no expectation for you to meet the maximum word count provided for the statement. Feel free to use as many words as you need within the limit to demonstrate your experience in a concise and clear manner.
We will sift applications based on the statement of suitability and your employment history.
If shortlisted, you will be invited to attend a 1 hour panel interview via video call.
As part of the interview you will be asked to make a 5 minute presentation followed by a Q&A with the panel.
Interviews are planned to take place on 28th & 29th November 2023
Note we are unable to accept CVs.
This role is subject to Baseline Personnel Security Standard and financial credit checks.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Working for NS&I
NS&I is currently trialling a Hybrid Working Policy and colleagues are expected to work in their office location a minimum of 40% of their working month i.e. two days per week for a full time employee.
Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.
If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.
Note to existing permanent employees at NS&I – Please be aware that if you are a permanent employee appointed to a fixed term role, our recruiting principles ensure you will retain your permanent status at the end of this contract. However, you are not guaranteed to return to your original role. At the conclusion of this fixed term period, you may be redeployed to another suitable role at NS&I, offered retraining or will be given priority mover status to find another role in the civil service.
NS&I employees on a fixed term contract moving to another fixed term role, will continue to be employed for a fixed term to the end date of this role. You may apply for suitable roles within NS&I or the civil service.
For candidates based outside of London the role will require regular travel to our London office, please be aware if you travel to a second location on average 4 days a month, you may be liable for P11D taxation. If you have any queries concerning this please contact the NS&I HR Team.
Further information
Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
Apply and further information
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Contact point for applicants
Job contact :
- Name : HR Team
- Email : jobs@nsandi.com
Recruitment team
- Email : jobs@nsandi.com
Further information
