Head of Digital & Customer Experience

Wild Berry Associates are working alongside a London Council to find a Head of Digital & Customer Experience.

This role will be responsible for the Council’s digital customer experience strategies and commissioning the services and platforms supporting its delivery. Responsible for leading user research, end to end digital service design, delivering a successful digital transformation programme and ensuring continued high performance from the councils digital delivery functions. Responsible for developing and implementing a compelling digital resident experience strategy and vision that helps the Council meet its objectives to become the UK’s leading digital authority and providing excellent digital services for customer and users alike.

Key Responsibilities:

• Design and deliver the council’s digital customer experience and channel strategy including digital inclusion
• Ensure the provision of high quality, easy access to Waltham Forest services which adhere to relevant accessibility, usability and branding standardsUndertake horizon scanning and tracking of emergent digital trends, technologies and commercial opportunities
• Lead and manage the council’s development and implementation of customer digital technologies including website, intranet and CRM
• Oversee all digital content through both re-active and pro-active channels, owning the sign off of any change, impacting customer systems
• Ensure that digital service provision complies with council service statutory, regulatory and contractual obligations
• Act as the design authority and owner for the implementation, development and management of the councils digital products
• Shape and deliver the council’s future operating model for digital
• Design and manage digital governance and ensure digital governance processes are built in operationally to the council
• Act as the council’s customer data owner in respect of digital services managed, including data quality and security standards

If you’re looking for your next contract opportuity, this role is the one for you!

Apply Now.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.