Posted 3 weeks ago

The Council is seeking a customer services expert to lead on the development and delivery of the customer services strategy.

Main tasks:

  • To set the direction to ensure that the practices that we put in place align with customer and business strategy
  • To write the customer services strategy with support from the project team members, informed by the engagement and research piece that the Transformation Lead will be expected to undertake
  • To lead on the development of a supporting action plan which will be implemented alongside the strategy
  • To lead a series of workshops with cabinet members and the council’s senior leadership team to inform the development of the customer services strategy
  • To lead on engagement with individual teams, partners and the public, where appropriate, to understand the existing customer journeys (high level). Collaborate with project teams; coaching and facilitating the use of UX related tools, processes and frameworks
  • Present concepts and ideas to key stakeholders to establish common understanding  Design end-to-end process for the new customer platform based on user experience best practices and user centricity
  • Work with development team to ensure the designs are accurately implemented

Job Features

Job Category

Projects & Programme Management

Apply Online