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Person Specification – Corporate Director, Customer Design, Improvement and Quality

Essential Criteria

  • Proven strategic leadership experience, with a track record of designing and delivering end-to-end customer experiences at scale.
  • Deep understanding of service delivery in regulated environments, ideally within financial services, public services, or consumer advice sectors.
  • Strong analytical and data literacy skills, with the ability to translate complex insights into actionable strategies.
  • Demonstrated experience of delivering inclusive, accessible services that meet the needs of diverse and vulnerable audiences.
  • Experience of applying agile methodologies and leading multidisciplinary teams, including service designers, product owners and data specialists.
  • Understanding of the role of digital, AI and self-serve tools in enhancing service access and efficiency. balanced with human-centred support.
  • Credibility and confidence to engage with Board-level stakeholders, shaping strategic direction and driving impactful delivery.
  • Exceptional interpersonal and influencing skills, with a collaborative and open approach to leadership.
  • Commitment to innovation, continuous improvement and challenging the status quo in pursuit of better outcomes for customers.
  • Ability to lead and motivate geographically dispersed teams, role modelling the behaviours and values of MaPS.
  • Resilience and focus under pressure, with the capacity to navigate ambiguity and competing priorities in a fast-paced environment.

 

Desirable Criteria

  • Understanding of financial wellbeing, regulated services or national public service delivery.
  • Experience working in or alongside an arm’s-length body or strategic government partner.