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.