At a Glance
- Tasks: Lead exciting business change projects and enhance customer engagement strategies.
- Company: Join a forward-thinking organisation dedicated to exceptional customer experiences.
- Benefits: Competitive salary, professional development, and the chance to make a real impact.
- Other info: Dynamic role with opportunities for growth and collaboration with senior leaders.
- Why this job: Be at the forefront of innovative change and drive efficiency in customer services.
- Qualifications: Degree level education and project management experience required.
The predicted salary is between 47181 - 50269 £ per year.
We are committed to delivering exceptional customer experiences and continuously improving our processes. As part of our Customer Experience Strategy, we are looking for a dedicated and skilled Customer Business Readiness Lead to join our team. In the first 6–12 months you will deliver business readiness for priority Customer Engagement changes, increase staff adoption of new ways of working, and support the delivery and tracking of agreed customer and efficiency benefits.
The successful candidate will be responsible for supporting the business in realising the outcomes of complex strategic Business Change Programmes. This role requires innovation and challenge, with a focus on delivering efficiency savings that align with customer needs and corporate priorities.
Essential criteria- Lead delivery of complex business change projects, setting a clear approach and governance from initiation to benefits realisation.
- Apply structured change management (e.g., ADKAR) to influence adoption and embed new ways of working.
- Manage large, interdependent programmes and coordinate dependencies, risks, issues and reporting.
- Engage and communicate effectively with a wide range of stakeholders, including senior leaders, to capture requirements and shape solutions.
- Lead business readiness activity for priority Customer Engagement change initiatives, from early design through implementation and stabilisation.
- Own change impact assessments and adoption plans (including comms, training and readiness checkpoints) to support sustainable new ways of working.
- Plan and manage digital transformation workstreams and delegated budgets, ensuring delivery to time, cost and quality.
- Facilitate and chair project meetings, managing actions, decisions, risks and interdependencies across services and partners.
- Prepare and quality-assure evidence, reports and committee papers (e.g., Cabinet, Council and Scrutiny) to demonstrate probity and transparency.
- Communicate clearly and professionally (written and verbal) with colleagues and customers, adapting your approach for different audiences and needs.
- Educated to Degree level/Postgraduate Diploma or equivalent experience.
- Prince 2 or equivalent recognised project or change management qualification.
If you would like to know more about this role, please contact: Kirstin.Smith@walsall.gov.uk
This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.
Closing Date Sunday 14th June 2026
Customer Business Readiness Lead in Walsall employer: Walsall Council
As a leading employer in the public sector, we pride ourselves on fostering a collaborative and innovative work culture that prioritises exceptional customer engagement. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for career advancement, all while working in a dynamic environment that values your contributions to meaningful change. Join us in Walsall, where you can make a real impact on our community while enjoying a competitive salary and a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Business Readiness Lead in Walsall
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills align with their goals, especially around customer engagement and business readiness.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are speaking about your experience, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it’s a great way to stay updated on new roles that fit your skills.
We think you need these skills to ace Customer Business Readiness Lead in Walsall
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading complex business change projects. We want to see how your skills align with our focus on customer engagement and efficiency savings.
Showcase Your Change Management Skills:Don’t forget to mention any structured change management methodologies you’ve used, like ADKAR. We’re keen on seeing how you’ve influenced adoption and embedded new ways of working in previous roles.
Engage with Stakeholders:Illustrate your experience in engaging and communicating with a variety of stakeholders, especially senior leaders. We love candidates who can demonstrate their ability to capture requirements and shape solutions effectively.
Apply Through Our Website:Remember to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity as a Customer Business Readiness Lead.
How to prepare for a job interview at Walsall Council
✨Know Your Change Management Frameworks
Familiarise yourself with structured change management methodologies like ADKAR. Be ready to discuss how you’ve applied these frameworks in past projects, as this will show your understanding of the role's requirements.
✨Engage with Stakeholders
Prepare to talk about your experience in engaging and communicating with a variety of stakeholders. Think of specific examples where you successfully captured requirements and shaped solutions, as this is crucial for the Customer Business Readiness Lead position.
✨Demonstrate Project Management Skills
Brush up on your project management qualifications, such as Prince 2. Be prepared to share examples of how you've led complex business change projects, managed risks, and ensured delivery within time and budget constraints.
✨Communicate Clearly and Professionally
Practice articulating your thoughts clearly, both verbally and in writing. Since the role involves preparing reports and committee papers, being able to convey information effectively will be key to your success in the interview.
