Job Description

RPT 74

Background

2 X Interaction Designers required to support the Contact Centre Digital Efficiencies programme and work to support other digital transformation activities across Leeds by working to deliver improved UX Design on public facing web services supporting the contact centre and other services.

Purpose of the Post

These roles will provide support two key work streams:

  • Service Improvement which will look at opportunities to improve the Contact Centre processes to reduce call and email volumes and improve the overall citizen experience.
  • Likely outputs from this work will result in improved web services for citizens and increase channel shift away from our call centre.
  • This will be done through improved web design that puts users at the heart of the services we are promoting. It will also make use of and develop ourChatBotand Live Chat features.
  • Work with existing team members at LCC coaching and transferring skills

    • The posts will create and develop user experiences on our web services that are: 

  • Useful
  • Useable
  • Findable
  • Credible
  • Desirable
  • Accessible
  • Valuable

    • The Interaction Designers will have a user centred focus, working with our products to ensure that our users key needs are met.

    How will this work be managed:

    They will work closely with Researchers, Business Analysts, Developers, Business Leads, and others where appropriate.

    Work will be taken from the contact centre backlog.

    The Interaction Designer will report to the Head of Digital Transformation who will oversee this work.

    How will outcomes be measured:

  • Contact centre clients will be engaged with, and their goals understood.
  • Personas and usage scenarios will be delivered
  • Useability testing will be conducted with existing features and capabilities
  • Wireframes, storyboards, sitemaps, screen flows will be created
  • Prototypes will be created and demonstrated

    • Candidate experience:

    The successful candidate will have3 years plus experience of Interaction Design experience ideally within the public sector.

    The ability work to interpedently, under pressure and to tight deadlines.

    Possess excellent interpersonal skills to form productive relationships at the outset with all key stakeholders.

    Length of contract:

    3 months

    Start date of contract:

    ASAP

    Daily/Hourly Rate:

    (inclusive of margin)

    Remote / Hybrid to Leeds.