The roleThe Lead Quality Manager (Design and Implementation) will report directly to Senior Customer Experience and Quality Manager.Key accountabilities Support the implementation of the Customer Experience and Quality (CXandQ) Framework across MaPS services, both internally and with external delivery partners.Design, test and implement new or existing customer experience and quality assurance methodologies to ensure a risk-based, proportionate and future proofed assurance approach can be applied to monitor and improve compliance during:To ensure that customer experience and quality are embedded in the way we design, implement, mobilise and deliver customer facing services at MaPS. This will include leading CXandQ team input when conducting delivery model assessments and/or designing or mobilising new services, or changes to existing services, to ensure MaPS Standard compliance, and other relevant CX or quality factors are considered early to set the service up for compliant future delivery.Lead service design, procurement, evaluation and eventual mobilisation input on behalf of CXandQ in key commercial activity aligned to MaPS service delivery model.Represent CXandQ in workstreams and working groups across MaPS, building and maintaining strong relationships including senior and operational stakeholders, both internally and externally.Ensure a wide range of data and insights are utilised to identify themes and opportunities for improvements to services.Ensure quality ..... full job details .....