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 https://micro.green-park.co.uk/maps/ or contact Miles Mackie or Emma Law on miles.mackie@green-park.co.uk or emma.law@green-park.co.uk.

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

• Industries

  Financial Services, Telecommunications, and Government Administration

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