Interim Head of Customer Experience

As Interim Head of Customer Experience, you will lead a multidisciplinary team focused on improving residents' ability to access council services across digital channels.

You will be responsible for:

• Leading the team, developing its ways of working, establishing best practices, and implementing customer experience initiatives and strategies across the organisation


• Collaborating with cross functional teams in order to do this, and enhancing customer satisfaction


• Defining and assuring the council's approach to user-centred design



• Overseeing the redevelopment of the Council's website and delivering continuous improvements to the user experience.


You will do this by:

• Providing clear leadership and direction to a team of service designers, user researchers, product managers, data analysts, and software engineers


• Maintaining and communicating the Customer Experience team roadmap


• Working with practice leads to ensure the right conditions for research and design


• Collaborating with senior/ technical stakeholders to influence and support council strategies and policies., Ensuring that the Council website is easy to navigate, accessible, and functions as a gateway to the information and services that residents most need


• Using digital tools to transform services and create value for money


• Putting customer experience at the heart of everything we do and ensuring that we make a positive impact on service delivery for residents., Where we work


We offer hybrid working. You will be expected to come into our offices in the Hackney Service Centre to work with your team for a minimum of two days a month, however many of us prefer to come in more frequently. Like many organisations, our hybrid arrangements are evolving and you may be expected to work from the office more frequently in future.

We don't expect you to tick every box on our job description. The most important things we are looking for are:

• An expert level of understanding of product management and user-centred design practices


• A demonstrable record of the successful delivery of products and services that improve outcomes for users and organisations


• Strong problem solving and analytical skills


• Excellent leadership, communication, and team and stakeholder management skills., We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.
  
  There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services. Hackney is one of London's most vibrant and diverse boroughs. It's one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.
  
  Doing work that has a positive impact on residents' lives


• A diverse workforce that reflects our community


• Flexibility of hybrid working and being able to have a good work-life balance


• No one day is ever the same and you'll get to work across a wide range of services.


In return you will benefit from:

• A generous holiday allowance of 28 paid days, rising to 33 days (after 5 years) plus bank holidays


• Membership of the excellent Local Government Pension Scheme


• Standard 36 hour week (7.2 hours per day, Monday to Friday)


• Wide range of learning and development opportunities


• Comprehensive range of staff benefits such as childcare vouchers, new technology schemes, Cyclesheme, interest-free loans on annual travel cards, discounts at leisure centres (Better), restaurants, shops and other local establishments.