Customer Experience Manager

Customer Experience Manager Full Time 1 year fixed term Hybrid Working with County Hall base

We're looking for an ambitious and forward-thinking manager to play a key role in shaping and delivering our Customer Experience vision. This is an exciting opportunity to lead large-scale transformation activity, improve how services are designed and delivered, and ensure residents receive a seamless, modern and inclusive experience when they contact the Council.

Why Join Us?

Residents, businesses and visitors are at the heart of everything we do. In this role, you'll help ensure our services are accessible, efficient and responsive to customer needs.

Working closely with the Head of Customer Experience, you'll influence strategic direction, lead transformation programmes and drive continuous improvement across services.

You'll collaborate with colleagues across services to create better outcomes for our communities, modernising services while supporting digital inclusion and high-quality customer care.

What You'll Lead

• Lead and Inspire
• Lead and motivate staff teams and stakeholders to deliver high-performing, customer-focused services
• Champion a culture of continuous improvement, collaboration and innovation
• Drive Transformation and Service Improvement
• Shape and deliver the Council's Customer Experience vision and transformation programme
• Lead large-scale change initiatives, ensuring successful implementation and adoption
• Redesign services and processes to improve efficiency, quality and customer satisfaction
• Deliver Projects and Programmes
• Manage complex transformation projects from design through to delivery and review
• Coordinate governance, readiness activity and post-implementation evaluation
• Ensure services transition smoothly to new systems and ways of working
• Use Data and Insight to Improve Services
• Oversee the use of performance, demand and customer insight data to inform decision-making
• Strengthen reporting, forecasting and performance management approaches
• Turn insight into practical improvements that enhance customer outcomes
• Champion Inclusion and Partnership Working
• Promote inclusive service design and digital accessibility
• Work with partners and stakeholders to deliver joined-up solutions
• Represent Customer Experience services across the organisation and externally

About You

• Significant experience managing large customer-facing operational services and teams within a complex organisation.
• Proven experience leading managers and frontline teams through periods of change, transformation and service improvement.
• Extensive experience of customer management systems, customer contact technologies and digital service platforms, with the ability to drive system development and service optimisation.
• Relevant professional qualification or equivalent substantial experience in customer services, operational management, service transformation or organisational development.
• Expertise in multi-channel customer contact environments, systems and industry best practice.
• A successful track record of delivering large-scale transformation programmes, operational improvements and measurable service outcomes.
• Strong experience of performance management, workforce planning, budget management and resource allocation.
• Confidence using data, performance information and customer insight to drive decision-making and improve outcomes.
• Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels of the organisation.

You will be:

• An experienced people leader with a passion for developing high-performing teams.
• Strategic, able to see the bigger picture and shape long-term direction.
• A positive change leader who can bring people with you.
• Analytical and data-driven in your approach.
• Passionate about delivering inclusive, customer-focused services that make a difference.
• Confident leading complex operational services supported by customer systems and technology.

Make a Difference

If you're motivated by transformation, passionate about improving services, and committed to delivering excellent customer experiences, we'd love to hear from you. Join us and help create a Customer Experience service that works better for residents, communities and colleagues across Northumberland.

Previous applicants need not apply.

Why choose us?

• 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
• Automatic enrolment into the Local Government Pension Scheme
• Flexi scheme (if applicable) - up to 2 days flexible leave available per month (pro rata for part-time employees)

We stay connected with us on social media to keep up to date with Northumberland County Council's latest job opportunities.

Facebook: NCC Jobs Group

LinkedIn: Northumberland County Council Jobs

We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post.

Alternative application format: British Sign Language: northumberlandcc-cs.signvideo.net

For those with speech difficulties or hearing loss: Text relay service dial