Head of Customer Experience & Resident Support

You will provide strategic and operational leadership to a critical service area, shaping and delivering a new Customer Services operating model and brand. Your work will directly support the council's vision for inclusive, accessible and resident-centred services.

Key responsibilities include:

• Designing and delivering a more preventative, digitally-enabled, right-first-time customer service model.
• Creating strong collaborative relationships with Heads of Service to manage demand and design effective customer journeys.
• Leading major change and transformation programmes, including service redesigns and restructures.
• Using performance data, resident feedback, and service intelligence to drive continuous improvement.
• Developing a high-performing, inclusive and empowered workforce that delivers excellent service every time.
• Championing the voice and needs of residents, particularly those less able to access or navigate services.
• Ensuring robust financial management, service planning, and delivery of efficiency savings.

We're looking for a strategic and inspirational leader with a deep understanding of customer experience, service delivery and transformation, ideally within a local government or complex public sector environment.

You will bring:

• A strong track record of leading large operational services with a focus on quality, efficiency, and digital innovation.
• Proven ability to design and deliver service change and transformation programmes that improve outcomes and reduce costs.
• Exceptional leadership and people management skills, with experience building high-performing, collaborative teams.
• Confidence in using data and insight to drive decision-making and performance improvement.
• The ability to work across complex stakeholder landscapes and influence at senior levels.
• This is a hybrid role, with a minimum 3 days a week required on site.

This is a rare opportunity to shape the future of how a diverse and vibrant borough connects with its residents, and to lead a talented and committed team in delivering real impact.

Please note that we are an equal opportunities employer and welcome applications from all qualified candidates.