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- Tasks: Lead the design and improvement of customer services in finance and pensions.
- Company: Join the Money and Pensions Service, dedicated to enhancing financial well-being for all.
- Benefits: Enjoy hybrid working, a supportive team, and the chance to make a real impact.
- Why this job: Shape lives and influence national policy while championing accessibility and inclusion.
- Qualifications: Proven leadership experience in public service, strong analytical skills, and a passion for customer-first design.
- Other info: This is a permanent, full-time role with a deadline for applications on 5th August 2025.
The predicted salary is between 43200 - 72000 £ per year.
Corporate Director, Customer Design, Improvement, and Quality
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Corporate Director, Customer Design, Improvement, and Quality
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Corporate Director, Customer Design, Improvement, and Quality
Money and Pensions Service
Bedford, ENG
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Organisation: Money & Pensions Service
Role: Corporate Director, Customer Design, Improvement and Quality
Location: Bedford Borough Hall (Hybrid working – approx. 3 days a week on site)
Contract: Permanent
Are you a visionary leader with a passion for public service and transforming customer experiences? Do you thrive at the intersection of strategy, service design, and innovation? If so, this is your opportunity to make a lasting impact on the financial well-being of millions across the UK.
The Money and Pensions Service (MaPS) is seeking a Corporate Director, Customer Design, Improvement and Quality to lead and shape the way we deliver services that truly make a difference, particularly for people in vulnerable circumstances. This is a critical executive role, reporting to the Executive Director and sitting at the heart of our senior leadership team.
About the Role
As Corporate Director, you’ll be responsible for the design of direct-to-consumer pensions and money guidance services that our customers value and that meet the policy intent of our stakeholders. You’ll monitor the quality of these services and the services we commission through partners, to ensure they are of high quality and meet our MaPS standards. You’ll use monitoring and operational data to identify and prioritise improvements to our services.
What you’ll do
- Translate strategy into seamless, insight-driven customer experiences.
- Champion a culture of customer-first design and data-informed decision-making.
- Set and uphold service quality standards across all delivery channels.
- Shape transformation strategies that place customer outcomes at the centre.
What you’ll bring
- A proven track record of senior leadership, designing and delivering end-to-end services at scale.
- Experience in regulated or public service environments, ideally financial or consumer advice.
- Strong analytical skills with the ability to convert insight into impact.
- A deep commitment to accessibility, inclusion, and reaching those most in need.
- Expertise in leading multidisciplinary teams using agile methodologies.
- Excellent stakeholder engagement skills, with confidence at Board level.
Above all, you will be driven by a passion to improve people’s lives, challenge the status quo, and build services that are fit for the future.
Why Join MaPS?
At MaPS, we help people, especially the most vulnerable, build financial resilience and access the support they need. You’ll join a committed leadership team in a role where your work will shape lives, inform national policy, and influence the financial well-being of generations.
How to Apply
For more information and how to apply, please visit our microsite or contact Miles Mackie or Emma Law on or
Deadline for applications: 23:59 Tuesday 5th August 2025
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service and Strategy/Planning
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Industries
Financial Services, Telecommunications, and Government Administration
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Corporate Director, Customer Design, Improvement, and Quality employer: Money and Pensions Service
Contact Detail:
Money and Pensions Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Corporate Director, Customer Design, Improvement, and Quality
✨Tip Number 1
Network with professionals in the financial services and public sector. Attend industry events or webinars where you can connect with current leaders at Money and Pensions Service. Building these relationships can give you insights into the company culture and expectations for the Corporate Director role.
✨Tip Number 2
Research the latest trends in customer design and service improvement within the financial sector. Being well-versed in current methodologies and innovations will help you demonstrate your expertise and vision during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led multidisciplinary teams and implemented agile methodologies. Highlighting your past achievements in similar roles will showcase your capability to excel as a Corporate Director.
✨Tip Number 4
Familiarise yourself with the mission and values of Money and Pensions Service. Understanding their commitment to accessibility and inclusion will allow you to align your responses and demonstrate your passion for improving people's lives during the interview process.
We think you need these skills to ace Corporate Director, Customer Design, Improvement, and Quality
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Corporate Director position. Tailor your application to highlight your relevant experience in customer design, improvement, and quality.
Highlight Relevant Experience: In your CV and cover letter, emphasise your proven track record in senior leadership roles, particularly in regulated or public service environments. Use specific examples that demonstrate your ability to design and deliver end-to-end services.
Showcase Analytical Skills: Since the role requires strong analytical skills, include instances where you've successfully used data to drive improvements. Mention any experience with agile methodologies and how you've led multidisciplinary teams.
Craft a Compelling Cover Letter: Your cover letter should reflect your passion for public service and improving customer experiences. Discuss your commitment to accessibility and inclusion, and how you plan to challenge the status quo in this role.
How to prepare for a job interview at Money and Pensions Service
✨Understand the Role Deeply
Before your interview, make sure you thoroughly understand the responsibilities of the Corporate Director position. Familiarise yourself with the Money and Pensions Service's mission and how this role contributes to improving customer experiences, especially for vulnerable groups.
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles and how you've successfully designed and delivered services at scale. Highlight specific examples where your strategic decisions led to improved customer outcomes or service quality.
✨Emphasise Data-Driven Decision Making
Since the role involves using monitoring and operational data, be ready to explain how you've used data to inform your decisions in past roles. Discuss any tools or methodologies you've employed to analyse data and implement improvements.
✨Demonstrate Your Commitment to Inclusion
Given the focus on accessibility and inclusion, share your experiences in creating services that cater to diverse populations. Talk about initiatives you've led or been part of that aimed to reach those most in need, showcasing your passion for making a difference.
