At a Glance
- Tasks: Lead exciting business change projects and enhance customer engagement.
- Company: Join Walsall Council, dedicated to exceptional customer experiences.
- Benefits: Competitive salary, professional development, and a chance to make a real impact.
- Other info: Opportunity for career growth and to work with diverse stakeholders.
- Why this job: Drive meaningful change and improve customer interactions in a dynamic environment.
- Qualifications: Degree level education and project/change management qualifications required.
The predicted salary is between 47181 - 50269 £ per year.
Fixed term until 31/12/2028
G10: £47,181 - £50,269 per annum
Customer Engagement - About Us: 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.
We are seeking a highly motivated and experienced Customer Business Readiness Lead for Customer Engagement to join our team. 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 any 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
If you are passionate about driving business change and improving customer engagement, we would love to hear from you.
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.
Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them.
At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.
Closing Date: Sunday 14th June 2026
Customer Business Readiness Lead - Ref: EE03926 in Walsall employer: Walsall Council
Walsall Council is an excellent employer that prioritises exceptional customer experiences and fosters a culture of continuous improvement. As a Customer Business Readiness Lead, you will benefit from a supportive work environment that encourages innovation and professional growth, while also playing a crucial role in driving meaningful change within the community. With a commitment to employee development and a focus on collaborative teamwork, Walsall Council offers a unique opportunity to make a real impact in customer engagement initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Business Readiness Lead - Ref: EE03926 in Walsall
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and customer engagement strategies. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to change management and customer engagement. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, make sure your supporting information really showcases your unique skills and experiences – we want to see the real you!
We think you need these skills to ace Customer Business Readiness Lead - Ref: EE03926 in Walsall
Some tips for your application 🫡
Be Personal and Authentic:When you're filling out your application, make sure it sounds like you! We want to hear your unique voice and experiences. Avoid relying too much on AI; let your personality shine through!
Nail the Supporting Information:This is your chance to show us how your skills and experiences match the job criteria. Be detailed and specific about your achievements and how they relate to the role of Customer Business Readiness Lead.
Follow the Format:Remember, we don’t accept CVs, so focus on completing the online application form thoroughly. Make sure to fill in all sections, especially your work history and qualifications, to give us a complete picture of your background.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the info you need right there!
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 role heavily relies on influencing adoption and embedding new ways of working.
✨Prepare for Stakeholder Engagement
Think about the different stakeholders you might encounter, especially senior leaders. Prepare examples of how you've effectively communicated and engaged with diverse groups to capture requirements and shape solutions in previous roles.
✨Showcase Your Project Management Skills
Be ready to discuss your experience managing large, interdependent programmes. Highlight specific projects where you coordinated dependencies, risks, and issues, and how you ensured delivery to time, cost, and quality.
✨Craft a Compelling Supporting Information Statement
Since the application process requires a detailed supporting information statement, take the time to tailor it to the job description. Clearly outline how your skills and experiences align with the essential criteria, making sure it reflects your unique voice and perspective.
