RWE npower require a Digital User Experience Manager to join an expanding Digital function within npower, part of the RWE group. This is a full time role but will be on a 12 month contract, to cover a maternity leave. The role is to be based in our Solihull Princes Way office, with occasional travel to other sites on request.
Main Purpose Of Job To own, lead and drive the user experience across npowers digital platforms, utilising user centered design methodologies to deliver market leading customer experiences.
Reporting to the Digital Optimisation Manager, the Digital User Experience Manager is responsible for constructing plans which draw together analytics, onsite and user research techniques and experience design to maximize the performance of the digital customer experience and drive significant commercial value and benefit to npower.
Reporting into the Digital Optimisation Manager, the role is responsible for managing a team of 7 User Experience specialists and a number of third party suppliers. The role will use expert knowledge of digital user experience to deliver strong interaction design principles, founded on user research. Developing interaction models, conceptual frameworks and wireframes to define the user experience for new capability or enhancements to existing user journeys across all devices.
You will play a lead role in digital projects, facilitating conversations between technical and business stakeholders to balance end user requirements with business requirements to deliver optimal experiences within platform constraints and technical limitations. This role will define, plan and deliver leading digital experiences for major projects within the Digital programme; ensuring that investment delivers commercial return and supporting npower to become the leading digital energy provider in our market.
The Digital User Experience Manager will be required to engage and influence senior stakeholders to drive recognition of User Experience strategies resulting in the delivery of extensive online benefit and channel migration.
Principal Accountabilities Ownership and evolution of leading Usability practice for all xxxxxxx development; driven by the concept of user centric design and persona management
Lead the analysis of traffic flows/paths and conversion funnels across all web sites to optimise conversion, customer experience and cross/upsell opportunities to drive significant value and channel migration in support of the Digital Strategy
Manage MVT testing and Digital Experience personalisation activity working with third party suppliers; agreeing a testing roadmap with the key stakeholders, and analysing and communicating results; identifying and recommending improvements to optimise web content, applications and campaigns and gaining stakeholder buy-in.
Accountable decision maker on matters relating to optimisation of xxxxxxx and key online customer touch points
Engage with senior stakeholders across markets to embed user experience design principles
Drive the expansion and embed user experience principles across the business
Act as the customer advocate, understanding the end users goals and designing simple, clean customer experiences
Champion user centered design principles for all digital projects
Produce UX documentation such as sitemaps, wireframes, user journeys, functional specifications and style guides
Conduct user experience audits of site content to continuously drive improvements
Analyse user research and web analytics and insight to inform iterative design improvements
Create user or persona profiles to bring audiences to life for stakeholders
Work closely with developers to build interactive prototypes
Present concepts to senior stakeholders in a variety of formats to gain buy in
Lead the analysis of traffic flows/paths and conversion funnels across all web sites to optimise conversion, customer experience and cross/upsell opportunities
Why npower? There has never been a better time to join us at npower as we embark on an exciting journey to become number one in customer experience in the energy industry and have also just been recognised as one of Britains Top Employers.
Problem Solving/Complexity Construction and operation of the Customer Experience Strategy and development roadmap, inevitably constrained by budget and resource high complexity
Simplify and communicate user experiences to key stakeholders in order to influence business decisions medium complexity
Complex budget management and reforecast activity
Influencing senior stakeholders to deliver extensive digital benefit and shift from other channels
Guide investment decisions (c£,000s, CAPEX & OPEX) and represent cases at a senior approval level in relation to enhanced website optimisation technology
Management Steering Committee level in relation to enhanced website optimisation technology.
Analyse and interpret detailed web analytics, including traffic flows and conversion funnels to identify optimisation proposals high complexity
Knowledge and Skills Degree qualified, with experience as a User Experience Designer, User Experience Architect, Interaction Designer or similar role working with high traffic retail websites
Extensive knowledge of managing user-centered design activity, including research and design methodologies including defining site architecture and navigation, user testing, stakeholder interviews, card sorting exercises, heuristic analysis, persona development, wire framing and prototyping etc.
Proficient in Visio, Axure, MS Office, Creative Suite experience desirable
Outstanding communication skills in email, copywriting, presentation, and verbal
Ability to handle multiple projects and add value to a multidisciplinary team
Results orientated with evidence of delivery of commercial value
Experience of working in a complex business environment and understanding of business plans
Significant experience in managing third party suppliers
What youll get in return
Our people are our most important asset and are what sets us apart from the competition. We offer a competitive salary and impressive benefits package, and the opportunity to really shape the future of the business whilst receiving the support you need to develop your skill set and experience to achieve your long term ambitions.
RWE npower is a leading UK energy company and is part of the RWE Group, one of Europes leading electricity and gas companies. We serve approximately 5 million customer accounts with electricity, gas and energy. Through RWE Generation, we operate and manage a flexible portfolio of coal, oil, biomass and gas-fired power stations, producing more than 10% of the electricity used in Great Britain.
npowers recruitment activity is managed by the Internal Resourcing team. All contact from recruitment agencies needs to be directed to xxxxxxx. For further information, please contact the Resourcing team via xxxxxxx
For more information please contact xxxxxxx / xxxxxxx xxxxxxx4