Head Of Service Customer Experience

Are you passionate about creating amazing Customer Experiences that make a difference? Do you have the skills and experience to lead a team of customer experts who work across Peterborough City Council to deliver a seamless and consistent customer journey to the citizens of Peterborough? If so, we have an exciting opportunity for you!
We are looking for a Head ofCustomer Experience who will be responsible for:
- Leading the customer optimisation work that encompasses all "front door" activity across the organisation, ensuring that our customers can access our services easily and efficiently.
- Working closely with the Data, Digital and Analytics programme to align the customer optimisation work with the strategic objectives and priorities of the programme, and to leverage data and insights to inform and improve the Customer Experience.
- Developing and implementing a Customer Experience strategy that covers the end-to-end customer journey that aligns with our vision, values and goals.
- Influencing and designing the technical elements needed to support the Customer Experience strategy, such as CRM, forms, the website, omnichannel interactions including social media, AI and automation. You will have an appreciation and knowledge of various technologies, but you will not be expected to select or implement them yourself.
- Collaborating with other stakeholders across the organisation and outside to ensure that the Customer Experience is consistent and seamless across all channels and touchpoints, and that we deliver on our promises to our customers.
- Collaborating with comms on the website and social media to ensure a responsive holistic approach to customer engagement, and to promote our brand and reputation.
- Measuring and reporting on the impact and outcomes of the Customer Experience work, using data and analytics to inform decision making and continuous improvement.
To be successful in this role, you will need:
- A high level of expertise and experience in Customer Experience design, digital transformation, data and analytics, and change management, ideally within the public sector.
- Excellent communication, leadership and stakeholder management (both internal and external) skills, with the ability to influence, persuade and inspire others.
- A proactive, innovative and collaborative mindset, with a focus on delivering results and value for our customers.
This is a fantastic opportunity to join a dynamic and forward-thinking organisation that is committed to improving the lives of its citizens and communities. If you are ready for a new challenge and want to make a difference, apply now!
We are proud to serve the diverse communities of Peterborough and want our workforce to reflect this diversity, which we believe is beneficial for our employees, the organisation and the communities we serve.