User Experience Manager

£50-60,000 + Package
01 Sep 2016
18 Nov 2016
Contract Type
Full Time
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 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 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.

Company overview

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 For further information, please contact the Resourcing team via

For more information please contact /07917 265074