The Purpose of the Role

As a Senior UX Designer you will be responsible for defining and designing the customer experience of products and services within the business. You’ll thrive solving real-world, complex problems for customers, and be ambitions and passionate about designs role in creating products and services that customers love. You will be working closely with Product Managers, Researchers, Visual Designers, Developers, and technology teams to enhance the customer experience, driving acquisition, engagement, and lifetime value for customers and the business. As well as interacting with your direct peers in the CX department, you’ll be pulling-in key stakeholders from across the business to support in workshopping and blueprinting of their products and services. You’ll draw on your senior experience to support and mentor other designers, and provide the necessary scrutiny to ensure Post Office’s design and experience standards are upheld.

Principal Accountabilities

  • End-to-end customer journey mapping and design across all products and services, identifying pain points and moments of truth across digital, retail, CRM, and customer contact centre
  • Translate data and user experience insights to aid in design decision making and drive tangible outcomes
  • Workshop facilitation with a wide range of senior stakeholders from across the business to understand and interpret requirements, identify opportunities
  • Creating interactive wireframes, high level designs and other artefacts to share with stakeholders and test with customers
  • Senior understanding of UX and user-testing techniques and using the results for evidence-based product decisions and development of new features and improvements
  • Writing and contributing to sufficiently detailed user stories to bring customer features and service improvements to life
  • Providing both verbal and written guidance to help developers and stakeholders in channels across the business implement your designs
  • Running constructive critique sessions aimed at improving the quality of the team’s outputs
  • Persuasively communicating design decisions, strategy and rationale to the wider business
  • Vocally champion the customer and their needs across the business
  • Support, maintain and manage design systems and experience standards for both small rapid initiatives, all the way through to major transformation projects
  • Qualifications, Experience & Skills

  • Demonstrable experience working as a Senior UX Designer on end-to-end journeys for digital products and services, and across the customer lifecycle, with a strong understanding of user-centred, service, and design thinking methodologies
  • Experience ideating, designing, and creating service standards for experiences across the customer lifecycle, in digital, retail, CRM, and contact centres
  • Ability to own a project’s design activities from initial discovery through to delivery, with support from Design Lead and Head of User Experience & Design
  • Possess a passion for all things design and all things customer
  • Demonstrable ability to implement design and show return on investment
  • Proficient skills in prototyping and mapping tools to varying levels of fidelity (e.g. Figma, Axure, InVision, Sketch, Marvel, Adobe CC)
  • Senior experience in interaction design and information architecture
  • Ability to iterate quickly and refine solutions, while rationalising decisions against business requirements
  • Proven experience of using data and insight to influence design decisions
  • Motivated self-starter; problem solver who enjoys creating something new
  • Planning, organisational, and time management skills, with the ability to manage and prioritise own workload
  • A strong portfolio demonstrating design thinking, with examples of product design and experience across the customer lifecycle
  • Strong understanding of accessibility standards (PSBAR understanding is also beneficial)
  • Experience of working in an Agile/Scrum environment
  • About Post Office

    The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together. 

    We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we.

    Securing the future Post Office’s future:
    We are working hard to ensure that the next chapter of the Post Office’s history is a bright one. We are the current guardians of an iconic business and we want to hand over a thriving network of branches which can continue to provide essential products and services for our customers for many years to come. This is a uniquely exciting and challenging time for the Post Office – we’re shaping the future and creating a business we can all be proud of. 

    Working at the Post Office:
    Post Office colleagues are the driving force behind our business. Whether they are in our branches or supporting from our offices, we are proud of the energy, commitment and customer focus our people all have in common. 

    All Post Office people are guided by our three values and behaviours:

  • We care by always thinking customer
  • We strive to make things ever better through honest challenge
  • We commit to decisive delivery
  • The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job. 

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