Cambridge University Press & Assessment
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
As Head of Experience and Service Design you are leading the design of experiences and overall user experience, for our products and services, providing creative direction, optimising the end-users’ experience across English, to deliver our business objectives through human-centred service design, providing new ideas and always looking forward in terms of innovation and design solutions.
About the role
We are looking for a driven Head of Experience and Service Design who thrives on solving complex challenges and is energised by creating the best experiences possible for our English customers and users. Reporting to the Director of Brand and Customer Experience Design, you’ll lead the Experience and Service Design team, working as part of agile, cross-functional teams, to deliver our UX and UI design for the English divisions, products and services.
This role must collaborate and nurture relationships across a large global company, to support and guide the design of key initiatives, with an analytical and outcome-driven approach, balance business requirements and user needs across all digital platforms and a key player in the English CX vision through to implementation. Helping to define new products and platforms end-to-end user journeys by articulating evidence-based user needs and defining the impact of new designs or design changes.
You’ll need to be an Experience and Service Design expert, with an extensive portfolio showcasing your passion for solving complex problems for customers, with experience in leading and developing successful multi-disciplinary and multi-location teams, working from conception to delivery, in user-centred, waterfall, agile working environments and lean practices, plus strategy.
Essential skills, knowledge and qualifications:
Trailblazer on design led thinking and service design and in-depth experience in leadership design roles in-house or within an agency setting Outstanding communicator – ensuring everything is written in the language of the customer, with strong storytelling skills and ability to facilitate workshops Solution and delivery focused mindset, able to spot problems early and resolve quickly Expert in latest tools and applications, and evolving Design language, assets and systems Full working knowledge of User Research, Product Design and Service Design methodologies and how to apply them Passionate about and experience in building for product accessibility and inclusion Experience in a complex, non-design led organisation
Rewards and benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
Group personal pension scheme Discretionary annual bonus Life assurance up to 4 x annual salary Private medical and Permanent Health Insurance Green travel schemes 28 days annual leave plus bank holidays
We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.
Ready to pursue your potential? Apply now.
We review applications on an ongoing basis, with a closing date for all applications being 2 January 2023 and interviews are scheduled to take place shortly afterwards.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
Why join us
Joining us is your opportunity to pursue potential. You’ll belong to a collaborative team that’s exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.