Web Analytics

User Experience Manager

Salary Range: £45k-£50k

Drive a consistent, user-centred experience across the applicant, client, and volunteer journeys by leading service improvements, coordinating cross-team delivery, and using data and feedback to inform continuous enhancement.

Key Activities

  • Review end to end applicant and volunteer journey and ensure delivery within and across teams.
  • Oversee the distribution of national support for applicants across the regional client advisors teams.
  • Manage the experience of hearing loss services through volunteers, to ensure volunteers are well utilised and engaged within their role, and clients needs are thoroughly met.
  • Review criteria for volunteers and clients to ensure standards are maintained and expectations are met.
  • Meet regularly with colleagues across services to ensure systems thinking and consistency of experience for users.
  • Development of interventions when user experience can be improved, utilising the Services Design team.
  • Lead on the roll out of new initiatives to enhance user experience.
  • Review data from feedback systems, and ensure delivery standards are maintained across the applicant/client journey and volunteer teams.
  • Marcomms Collaboration and liaison for story gathering.
  • Interact with Power Bi to provide timely reports and metrics.
  • Delivering puppy training framework and representation and volunteers.
    • Reinforce the regional representation of volunteers throughout the organisation.
    • Lead on developments to continually improve volunteer experience.
    • Work in close collaboration with Service Engagement Manager to ensure volunteers are positively engaged within their roles.
    • An advocate for all services volunteer voices and perspectives, ensuring they are represented and listened to.
    • A guardian of volunteers within the team, ensuring their needs are met to enable them to aid delivery of services.
    • Establishing support frameworks.

Hearing Link Services 

  • Voice for people accessing the service.
  • Oversight of service provision, developing strategy from the impact framework.
  • Evaluate the holistic provision of our services from a client perspective.

Track Observations and Feed Them Back to Associates/Directors

  • Responsible to ensure people who are receiving the services are happy, evaluating the delivery will be Regional Services Manager role but there will be overlap.
  • Setup focus groups.
  • Responsible for the dashboard of user experience measures and service delivery for review.

Key Resources

  • Specialist Teams: Access to teams focused  on canine health, volunteer  management, and client support.
  • Technology and Data Systems:  CRM  or data systems for tracking service  outcomes, client data, and engagement metrics.
  • Funding: Budgets dedicated to service delivery, training, and continuous  improvement.

Core Values

  • This senior role is responsible for ensuring quality of experience across a variety of users within the Pre Partnership team: enquiries, applicants, and volunteers.
  • They will create standards and criteria, review insights from feedback and develop strategies from across the user groups.
  • They will be responsible for deployment of support from a user’s initial interaction with the charity, to completion of service delivery or volunteer retirement. Volunteer retention will be a key focus of the role.
  • All users will be well supported through an efficient and effective provision of services.
  • This role is vital in delivering our mission of helping people live well with hearing loss.
  • All roles should demonstrate compassion, excellence, and a commitment to improving the quality of life for people with hearing loss through effective partnerships and service development. Emphasis on compassion, commitment to excellence, and alignment with the Hearing Dogs mission and values.

Service Standards

  • User centred: Prioritising the user experience across their interactions with HDs.
  • Timely and Efficient Service Delivery: Meeting set timelines for service initiation and follow-up.
  • Quality Assurance: Ensuring high-quality interactions and service experiences.
  • Client Satisfaction: Regular surveys or feedback to gauge satisfaction.

Key Customers

  • Clients: Individuals who receive hearing services and assistance.
  • Volunteers: Supporting delivery of Hearing Dogs and support services.
  • Colleagues: Cross collaboration with all departments within Hearing Dogs.

People and Partners

  • Director of Services.
  • Associate Directors of Services.
  • Client Support Team Leaders.
  • Dog training team including senior dog trainers.
  • Services design and development team.
  • Central Volunteering.
  • Internal Communications & Engagement Manager.

Engagement Channels

  • Direct Communication: Email, phone, videocall and face-to-face meetings with clients and partners.
  • Digital Platforms: Online portals for client support and progress tracking.
  • Community Events: Regular events to engage with service users and partners.

Knowledge, Skills, Strengths and Behaviours

  • Empathy: Understanding user needs and perspectives, along with the ability to build strong relationships and trust.
  • Communication: Ability to communicate effectively across departments and with external stakeholders, with experience of managing multi-disciplinary teams.
  • User Experience Design and Strategy:  knowledge and understanding of holistic user experience strategy.
  • Analytical Thinking: Data-driven decision-making and problem-solving.
  • Customer Journey Mapping: Use data-driven insights to inform improvements and track the partner experience over time.
  • User Research and Feedback:  Analyse behaviour, preferences, and feedback to create actionable insights for enhancing strategies.
  • Project Management: Ability to manage projects, timelines, and resources efficiently, excellent time management.
  • Cross-Functional Collaboration:  Collaborate with internal teams to ensure decisions align with business objectives.
  • Problem Solving and Conflict Resolution:  Address issues or concerns raised regarding the user experience, working quickly to resolve any challenges.
  • Stakeholder Communication:  Present insights, updates, and progress on projects to stakeholders at various levels of the organization.
  • Technology Proficiency:  Familiar with analytics platforms to track and analyse interactions and behaviours.
  • Ability to think strategically and objectively – Experienced with working independently, take initiative, influence and negotiate at high level and with a variety of stakeholders. Clarity in thinking ability to negotiate, form strategy.

Key Deliverables

  • Operational Efficiency: Services are managed within budget and timelines.
  • Client Satisfaction Scores: Regular feedback from service users.
  • Volunteer Satisfaction Scores: Regular feedback from volunteers.
  • Optimal retention rates within the volunteer team.
  • Supporting pipeline delivery by creating support structures that are efficient and effective.
  • ADUK: Create and maintain relationships with ADUK assistance dog charities.