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.
