Interim Deputy Head of User Experience - Glasgow (G74), G74

Key Responsibilities

• Lead Service Operations, Business Relationship Management, Business Development, Data Analytics and User Research teams.
• Own service performance, KPIs, executive reporting and major incident governance.
• Drive continual improvement across live services, ensuring user outcomes remain at the heart of decision making.
• Strengthen the User Research capability, embedding evidence-based insights into operational improvements and future service design.
• Champion a user-centred approach aligned to Government Digital Service (GDS) principles and best practice.
• Develop demand management, forecasting and stakeholder engagement capabilities.
• Establish strong data and analytics practices to support service decisions and strategic planning.
• Coach and develop multidisciplinary leadership teams through organisational change.
• Represent the organisation at senior leadership and stakeholder forums.

Essential Experience

• Senior leadership experience within User Experience, Service Management, IT Operations, Service Delivery, Managed Services or Live Service environments.
• Proven track record leading large-scale operational services and multidisciplinary teams.
• Experience overseeing User Research, Service Improvement, Customer Experience or UX functions alongside service operations.
• Strong understanding of user-centred design principles, user research methodologies and evidence-based decision making.
• Experience working within or alongside GDS service standards, digital delivery frameworks or service assessment environments.
• Strong stakeholder management skills with senior business and technical leaders.
• Experience balancing operational delivery with transformation programmes.
• Excellent knowledge of modern ITSM and ITIL practices.

Desirable Experience

• Government, Defence, National Security or other highly regulated environments.
• Experience supporting digital transformation programmes using GDS-aligned approaches.
• SIAM or multi-supplier service environments.
• DV Clearance.

Contract Details

Rate: £750 per day

IR35: Inside IR35

Location: East Kilbride (Hybrid)

Duration: 6-12 months initially

Clearance: SC required, DV preferred

Please note: This role is aimed at senior operational leaders who can combine service excellence with strong user-centred leadership, ensuring operational decisions, user research and service design work together to improve outcomes for users and stakeholders.

Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.