Resident Experience Designer

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Customer Services is one of the largest departments in Coventry City Council and are the front face of the organisation.  We are usually the first port of call for customer enquiries across the council.  Our fast-paced telephone teams deal with thousands of calls and emails a week, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation.

You may be based in one of several locations, we have a Customer Service Centre right in the heart of the city; Friargate – a large purpose built office by the train station along with several reception points across the city.

Joining Customer Services is a really good stepping stone into a long term career with the Council, depending on the role you are offered you will learn about other parts of the organisation

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.
Our ValuesIn line with our One Coventry Values we strive to have a workforce that reflects our local communities and welcome applicants from all sections of the community. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles. 

Our Values are:

What is the job role?Do you have experience of working in a Customer Experience (CX) or User Experience (UX) setting?

Have you designed cohesive customer journey and end-to-end processes?

Do you look to continually improve based on feedback?

Then let’s talk …………..

Here at Coventry City Council, we’ve been thinking about a new way of designing and delivering services for residents.  Coventry Connects is an organisational strategy developed with the aim of ‘connecting with the people of Coventry to deliver the services they need and listening to them to keep improving what we do’

We are at the start of our journey looking to establish Resident Experience (REX) principles across the organisation, this is an exciting opportunity to influence process change and help us build efficient services that deliver for both the organisation, residents, partners, and businesses.

We are looking for creative individuals to work as part of a small team with big ambitions to design and deliver process improvements.  You will need experience of customer journey mapping and touchpoint analysis, strong analytical skills as well as experience of working directly with focus groups, partners and across organisational boundaries. 

This is a challenging new role and will need strong resilience and a determination to deliver results to be successful in this role.

Keen to join the team?

Please complete an application form, and tell us about your previous experience and where you have used your skills to shine!

Fixed Term for 2 years

The closing date is midnight on Tuesday 13th February 2024 .Assessments will consist of a competency-based interview and a presentation.  If you aren’t sure or have some questions, we’d be happy to talk to you, call Rachael on 02476 972279, Rakhi on 024 7697 6187 or Anthony on 024 7697 2755 during office hours for an informal conversation
Who are we looking for?
Experience of creating cohesive customer journeys with Customer Experience principles 
Significant experience of creating customer panels for engagement activity 
Delivering user-centred design initiatives  
Using customer experience tools including the wireframe development approach  
Ability to develop strong relationships with internal and external stakeholders. 

Strong analytical skills applied to understanding customer need, business functionality and IT requirements 
Able to contribute to dashboard development to measure success and inform improvement activity  
Ability and resilience to deliver in a fast-paced environment and across several workstreams at once.  

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you ?

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'
About CoventryCoventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies