User Experience Team Lead

Date Posted : March 10, 2023

Due date: March 31, 2023

About Nightline Association

Nightlines provide an anonymous and confidential listening and information service, run by students for students at their university. They work to improve student mental health and wellbeing and are open at night when no other university welfare services are available. Nightline services now cover over 100 universities and colleges, or over 1.5 million students, across the UK thanks to an incredible team of over 2,500 trained student volunteers.

The Nightline Association is the registered charity that supports, promotes and develops Nightlines. Nightline Association is run entirely by volunteers, who get to play a hands-on operational and strategic role in the running of a national charity. By volunteering for the Nightline Association you will not only gain more awareness of the work of the Association and the charity sector, you will also gain transferable skills and make new friends.

Role Description

The purpose of your role is to lead, coordinate and support the User Experience Team, which sits within the IT department.

The User Experience Team is responsible for,

  1. Conducting user research: The UX Team is responsible for gathering data on the needs and preferences of the service users, including through surveys, focus groups, and usability testing.
  2. Designing user flows and interfaces: Based on the data gathered through user research, the UX Team is responsible for designing the user flows and interfaces for the Nightline Association services provided to Nightlines.
  3. Working with developers: The UX Team works closely with the developers in the IT Department to ensure that the designs are implemented correctly and meet the needs of the users.
  4. Testing and iterating: The UX Team is responsible for testing the Nightline services to ensure that they are easy to use and meet the needs of the users. If necessary, the team will iterate on the designs to make improvements and address any issues that are identified.
  5. Ensuring accessibility: The UX Team is responsible for ensuring that the Nightline services are accessible to all users, including those with disabilities.

You will supervise, operationalise and direct the work of the User Experience Team.

As a Team Lead, you will be supported by the Head of IT who will act as your main point of contact and line manager.

Duties and Responsibilities

  • Oversee and monitor the delivery of all team projects and activities, ensuring these are meeting departmental and organisational strategy, aims and plans.
  • Approve documentation and products produced by your team.
  • Line manage volunteers in your team, including monthly one-to-one meetings.
  • Support and supervise volunteers to ensure they carry out their duties effectively by providing clear communication, support, motivation, facilitation, supervision and leadership.
  • Assist with the recruitment of new volunteers within your team.
  • Appoint a temporary replacement for vacant volunteer roles in your team.
  • Where necessary, apply the Association’s disciplinary procedures, seeking support if needed.
  • Exhibit and promote effective team working.
  • Directly contribute to projects as appropriate to support your team.
  • Organise and run online team meetings on a regular basis to discuss operational activities, plans and ensure oversight of team activity.
  • Attend a monthly one-to-one meeting with your Head of Department to update on progress, consider new projects, report risks, issues and budget requirements.

Essential Criteria


  • Experience leading a team / project in user experience design or a related field


  • Highly developed organisational, planning, delegation and communication skills


  • Lead, motivate, and work as part of a team
  • Personable, supportive, and approachable
  • Understanding of and commitment to the Association’s values and to supporting and developing the Nightline community

Desirable Criteria


  • Experience using NLA services such as Portal


  • Prioritisation across workstreams or tasks
  • Strong problem-solving and decision-making skills


  • Strong understanding of user-centred design principles and usability best practices
  • Knowledge of accessibility standards and guidelines
  • Familiarity with user research and testing methods



As a rough guide, we usually expect Team Leads to commit to an average of 2-4 hours of volunteering per week. We always seek to promote a healthy balance with your other commitments, so volunteering can be flexible to suit your needs.
You are expected to run online team meetings roughly once a month, conduct regular one-to-ones with your team, and to keep up to date with your emails and messages on Slack. The Nightline Association also has three away days each year which you are encouraged to attend when you can.