Role: Corporate Director, Customer Design, Improvement and Quality
Reports to: Executive Director
Term: Permanent
Salary: Circa £126K
Location: Bedford Borough Hall. We expect our senior leadership to be visible with staff and key stakeholders to build relationships and deliver business goals. This tends to equate to being physically present with those groups around three days a week. You must be a full-time UK resident.
The role of the Corporate Director, Customer Design, Improvement and Quality
The role of Corporate Director, Customer Design, Improvement and Quality is a senior strategic leadership position, responsible for shaping and overseeing the design, measurement and continuous improvement of both in-house and commissioned services across the Money and Pensions Service. This includes establishing and embedding customer experience standards, improving service quality and performance, and ensuring that all customer journeys are inclusive, accessible, and informed by evidence. The role supports MaPS’ core mission to improve financial wellbeing, with a particular focus on meeting the needs of those in vulnerable circumstances. As part of the senior leadership team, the post-holder will contribute to the development of organisational strategy, foster a customer-first culture, and ensure alignment with MaPS values and long-term vision.
About the Role
This is a critical strategic leadership position for someone with a passion for public service, who can connect high-level strategy with on-the-ground customer experience. You will:
- Translate the organisation’s corporate strategy into effective, customer-focused service delivery, ensuring our propositions are inclusive, high quality, and aligned with regulatory and policy expectations.
- Lead customer experience design, applying insight-led approaches to improve the accessibility, usability and effectiveness of our services, especially for those most at risk of financial exclusion.
- Champion a culture of customer-centricity and continuous learning, ensuring that customer insight drives decision-making across the organisation.
- Shape and maintain service quality standards across both directly delivered and commissioned services, using robust performance data to ensure excellence and compliance.
Key Responsibilities
Customer Experience and Service Design
- Lead the development and implementation of service design across pensions and money guidance services.
- Oversee the creation of customer journeys and personas, identifying pain points, opportunities for service improvement, and areas for innovation.
- Ensure services are co-designed with users and reflect diverse customer needs, backgrounds and abilities, including those in vulnerable circumstances.
Insight, Feedback and Performance
- Drive the collection, analysis and use of high-quality customer insight, including qualitative feedback and behavioural data.
- Use KPIs and customer satisfaction data to assess and improve performance across all delivery channels.
- Maintain ownership of customer group performance data and ensure it enables effective and timely decision-making across the business.
Service Quality and Assurance
- Lead the development and application of quality assurance frameworks to monitor both in-house and commissioned services.
- Ensure our services consistently meet MaPS standards and regulatory expectations.
- Support the production of guidance content that is trusted, high quality, and aligned to customer and stakeholder needs.
Strategic Leadership and Transformation
- Work with cross-functional and matrix teams to develop and deliver transformation strategies aligned to our Target Operating Model for customer services.
- Collaborate with the corporate strategy team to ensure that customer outcomes are central to strategic planning and delivery.
- Advise the executive team and board on customer-related risks, opportunities, and performance.
Sector Engagement and Stakeholder Management
- Build and sustain trusted relationships with key delivery partners, government departments, regulators, and sector stakeholders.
- Influence policy and service development by representing MaPS in sector-wide forums and contributing thought leadership.
- Engage with insights from our frontline delivery teams to develop customer propositions that are both strategic and grounded in real-life experiences.