New website
We're currently redeveloping our website so you may see a mix of old and new style pages while we complete this work. We'd love to hear your feedback on the new style.
Julia Medler
Head of customers, IT and digital
Overview
Responsible for leading customer-facing services, driving digital innovation, and overseeing transformation programmes that enhance service delivery, elevate user experience, and foster a culture of continuous improvement across the organisation. This includes shaping strategic direction, aligning cross-functional teams, and implementing user-centred design principles to deliver impactful, scalable solutions.
Key responsibilities
- Customer services - oversees delivery of frontline customer services, including revenues, benefits, and customer service advisers, ensuring accessible and responsive support.
- IT and applications – leads the council’s IT operations, enabling modern, secure, and efficient service delivery.
- Digital and user experience – leads the council’s digital strategy to ensure efficient customer centric service delivery.
- Service improvement and innovation – drives service redesign and improvement initiatives to enhance performance and customer satisfaction.
- Complaints – manages the corporate complaints process, ensuring timely resolution and learning from feedback.
- Transformation – leads organisational transformation programmes to deliver innovation, efficiency, and better outcomes for residents.
