Customer Experience Programme Manager

support our wider team to establish our new Customer Experience Programme including the design of new services and roll-out of new CRM and website capabilities;

- manage a complex programme of technology, process and structure change to make services easier and more responsive for our customers;

- create methodology and deliver frameworks where cashable benefits and customer service improvements are identified, baselined and delivered.

It also goes without saying that you will be an excellent communicator, be able to collaboratively plan and engage the team and be familiar with modern digital service delivery.

About the role:
Responsible for a small group of Business Analysts and other relevant technical personnel, you will oversee the implementation of a new Customer Relationship Management (CRM) System, related technologies and will mobile the Council's Customer Experience Programme.

We are looking for a dynamic Digital Customer Experience Programme Lead with experience of driving digitally-enabled, customer-focused change, to, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

From maintaining our parks, keeping streets clean to emptying the bins, providing leisure services and planning, the Council provides a wide range of important services to local people. While we are proud of the services we provide and the teams that provide them, we know with the right technology and by making changes to how we work, we have an opportunity to make our services even more responsive, reliable and efficient, using feedback from our customers to shape how we do things.

To deliver real, long-lasting change, we are looking for talented, committed and forward-thinking professionals, with experience of delivering digitally enabled, customer focused change to join our new Transformation Team.

You will be joining us at the very start of our transformation journey, giving you an opportunity to shape how we do things - and to make a real and lasting difference.

In return for your efforts and commitment in the role we can offer you excellent working conditions, including a generous holiday entitlement, a comprehensive pension scheme and access to an Employee Assistance Programme, providing advice on a range of issues including financial and legal matters, and offering discounts on purchases from numerous retail outlets. We also offer employees significantly discounted gym membership at Gedling's five Leisure Centres. The Council offices are situated in an award-winning park within easy reach of Nottingham City Centre and rural Nottinghamshire and include free on-site car parking.