Head Of Customer Experience

Overview

Provide strategic and operational leadership for the council\’s “front door”, a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first time service, through:

Responsibilities

• forging strong collaborative relationships with heads of service across the council to design customer journeys and manage demand
• bringing new services into scope where it delivers efficiencies and improved outcomes
• inspiring and developing staff to excel
• influencing, design and leading change projects
• intelligent collection and use of data and analysis, KPIs and performance management
• making optimum use of digital tools and innovation

Head of Customer Experience

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