Head Of Customer Experience

Head of Customer Experience
Temp on going
Based in North London
42.48-58 per hour

A minimum 3 days a week is required on site

Provide strategic and operational leadership for the council's "front door", a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first time service, through:

Forging strong collaborative relationships with heads of service across the council to design customer journeys and manage demand

Bringing new services into scope where it delivers efficiencies and improved outcomes

Inspiring and developing staff to excel

Influencing, design and leading change projects

Intelligent collection and use of data and analysis, KPIs and performance management

Making optimum use of digital tools and innovation