Customer & User Journey Specialist

Its an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform digitally enabled organisation.

In line with the Governments Shared Services Strategy the Matrix Programme is intending to deliver modern cost-effective and scalable shared business services to nine departments (the Policy Cluster) with UKSBS as the provider flexibly meeting changing Government requirements and driving innovation to optimise efficiencies and enhance user Programme will also implement a modern SaaS ERP platform (Neo) enabling UKSBS to deliver harmonised services and support significant business transformation across departments. This is a large complex multi-year programme.

We are now seeking an experienced Customer and User-focused Specialist to lead the development of a new function with a holistic view of our customer and user journeys. This role will combine an understanding of the end to end product delivery development and deployment of user supporting collateral and continuing to enhance these via the use of customer and user insight.

Duties will include but are not limited to the following:

• Collaborate with both Programme and UKSBS teams to co-create content aligned with business processes.

• Design structure and maintain user support content that enables effective adoption of Neo.

• Apply content lifecycle management principles: draft test publish review and retire.

• Ensure content meets accessibility standards reflects best practices and supports agreed ways of working.

• Use digital content tools such as Confluence SharePoint ServiceNow Workday and AI-assisted authoring platforms.

• Utilise Voice of the Customer insight to drive the enhancement of user supporting collateral.

• Identify opportunities to enhance user guidance and support collateral in collaboration with the Product Manager.

• Provide regular updates on progress against plans and deliverables.

• Develop and execute the required risk management governance and data security within the team.

• Develop the Programme deliverable into a mature service offering.

To be considered for the role you will need the following:

• Proven experience in content design technical writing or knowledge management within HR Finance Procurement or Shared Services.
• Experience creating content for ERP platforms; familiarity with Workday Oracle and SuccessFactors/SAP is advantageous.
• Demonstrated ability to produce structured user-centred content based upon Voice of the Customer insight.
• Experience and understanding of Customer journeys and how to apply continual improvement principles to the experience based on customer insight.
• Ability to translate customer and user insight into actionable improvements.
• Proficiency in knowledge management and digital content tools (e.g. SharePoint ServiceNow Workday Confluence AI-assisted authoring).
• Strong written and verbal communication skills with a focus on clarity and user experience.
• Solid understanding of accessibility standards and content governance.

For additional information and a confidential discussion please contact our Recruitment Team on

We are an inclusive and Disability Confident employer and welcome all applications.Find out more about our equality diversity and inclusion commitments on our website.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System therefore candidates are required to have eligibility to live and work in the UK prior to applying.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work a culture where we lead we change we deliver and we empower our people to be curious take action and add value.