Academy Coach, User Centred Practitioner

United Kingdom
People > Learning & Development

Salary £45,000 - £65,000

Location/flexibility UK. Remote but must be able to travel to one of offices when requested

Support in applying

When you apply, we’ll put you in touch with a talent partner who can help with any needs or adjustments we may need to make to help with your application. This includes alternative formats for documents, the time allotted for interviews and any other needs. We also welcome any feedback on how we can improve the experience for future candidates.

If you need this job description in another format, or other support in applying, please email

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

Over the last year we have invested and grown our academy offering significantly. We launched our first Design and research academy in May this year and plan to increase the number of places on this sought after academy.

The Academy Coach will help people from all backgrounds to build a fantastic careers in one of our User Centred Design disciplines ( interaction design, user research, content design and service design), as well as allowing you to develop your career within a fast growing business that puts its people, its clients and their end users at the heart of everything it does. Our Academy attracts a diverse group of people from a variety of backgrounds, at different stages of their careers.

We provide inspiring, realistic, practical content that gives our delegates the tools and techniques they need to be successful when they graduate the academy and move into a client facing role within Made Tech. We don’t just focus on teaching software like Figma, we go deep into understanding users, how to identity their needs and make things more accessible for everyone!

At Made Tech, how we do things is as important, if not more so, than what we do, so we also explore the people skills that underpin success such as facilitation, teamwork and consulting skills.

As an Academy Coach, you also have the opportunity to play a vital role in the progression of all Made Tech academies as we work towards becoming an apprenticeship main provider. This will mean that you will play an integral role in the design, development and delivery of a nationally recognised qualification.

Your role here

Programme facilitator

  • Train, coach & mentor our delegates, both individually and in groups on all aspects of their journey to learn their new profession
  • Guide them to practice what they have learnt
  • Encourage them to come up with solutions to solve problems they are experiencing in a safe environment. We pride ourselves on creating a nurturing environment of psychological safety for all delegates and the wider Made Tech team
  • Using set criteria, assess the delegates progress throughout the programme and offer additional support where needed to increase the delegates performance and increase their chance of successfully passing the programme
  • Be able to make a fair judgement on whether a delegate has successfully passed the programme based on the data collected throughout the programme, and therefore progress onto a client facing role at Made Tech
  • Play an active role in the hiring process for the academy delegates
  • Encourage strong connections between the delegates and everyone else at Made Tech to aid their learning, seek advice and help embed into the wider business

Technical expert

  • Use your specialist UCD skills to demonstrate best practice and to coach and mentor the academy delegates
  • Provide subject matter expert advice and be able to answer queries from delegates relating to any UCD role
  • Provide guidance and support for delegates around choosing a UCD role
  • Ensure the content of the academy reflects all of the roles within our UCD practise
  • Work with the Lead L&D Programme Manager to transition the academy into an accredited apprenticeship programme

Developing others

  • Review all aspects of the academy programme
  • Continuously seek to improve and extend the academy
  • Engage, network and utilise SMEs within Made Tech to improve the academy
  • Demonstrate the academy’s return on investment

In the application process the following skills and attributes will be assessed:

  • Extensive experience working in User Centred Design either as a user researcher, interaction designer, service designer or content designer
  • Good knowledge and understanding of User Centred Design roles; how they work and collaborate together
  • Strong people development and coaching experience, with the ability to fairly assess, motivate, lead and develop a diverse team within a environment
  • Experience of delivering at least 1 full multifaceted training programme lasting a minimum of 3 months
  • Experience of taking ownership of your own learning, and seeking out data and feedback to aid with development.
  • Strong communication skills and confidence when presenting virtually and face to face
  • Be patient, empathetic & have a curious attitude

It would be nice but not essential...

  • Experience running academy programmes
  • Knowledge or experience of Apprenticeships
  • In depth knowledge of GDS ways of working including of service manual, service standards and design systems
  • Hold a qualification in Education and Training, or be willing to undertake one
  • Working with remote stakeholders
  • Working in a scale up organisation
  • Working across multiple remote / in person locations

More information about our academy

How to build a successful academy. By Made Tech

Our Benefits

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

✈️ Flexible Holiday

🕰️ Flexible Working Hours

👶 Flexible Parental Leave

👩‍💻 Remote Working

🤗 Paid counselling

🏖️ Paid anniversary break

More information can be found here

“If you decide this is your next role and you apply, you can expect the following interview process.”

  • Initial screening call with a member of our talent team to discuss the role and your interest
  • First stage interview with the Lead L&D Project Manager
  • Presentation / activity ‘Importance of assessment to achieve learner success’
  • Final stage interview with the Head of L&D and UCP SME