Universal Credit Process Design Support

DWP helps people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service, and our challenge is bigger than ever. As part of Counter Fraud and Compliance (CFCD) Directorate you will be at the heart of DWP’s front line operations, helping to change people lives and supporting CFCD purpose of fighting fraud in the welfare system. 

CFCD is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.  

The CFCD Universal Credit (UC) Support Team is a dynamic, national team undertaking diverse activities at pace to deliver continuous improvement to the fraud and error claimant journey whilst supporting CFCD operational colleagues. Testing new responses to mitigate risk in UC and identifying potential Annual Managed Expenditure (AME) savings, this is a high profile, challenging role, working collaboratively with a wide range of Cross-Directorate stakeholders, often on politically sensitive issues.

This is a National Team and occasional travel for meetings will be required, including possible overnight stays in UK locations.

Working as part of a design team looking at how Fraud and Error is managed across the Universal Credit (UC) service. This role will require working as part of a multi-disciplinary team to understand and support on current UC business processes and assist in the mapping of new end-to-end processes to reduce fraud and error.

You will work with the CFCD Process Design Lead and alongside experts in user centred design, Operations and Universal Credit to help shape delivery teams and priorities within fraud and error.

Contribute to activity and work with the CFCD Process Design lead and UC Product Manager to research and assist to map, define and improve processes needed for activities to manage fraud and error.

You will be responsible for:

• Assisting the CFCD Process Design Lead to effectively understand and define business problems, working with a range of subject experts and stakeholders.
• Assisting in order to define end-to-end business processes for a fraud and error intervention considering opportunities, benefits, and risks when mapping existing processes and applying lean thinking to spot waste.
• Facilitating the bringing together a wide range of stakeholders, including business, security, technical and policy colleagues, to establish end to end requirements and priorities.
• Researching complex business processes and identifying a wide range of user needs.
• Identifying improvements to processes in order to reduce the risk of fraud and also reduce waste or duplication.
• Seeing the bigger picture to help understand where business processes could be improved by service design.