As the Head of Customer and Business Improvement you’ll report to the Chief Customer Officer and join the leadership team of the dynamic Customer Experience and Transformation department. You’ll identify and work with key stakeholders across the organisation to drive cultural change and increase capability to deliver outstanding customer experience, including the delivery of internal customer service and Councillor request support. You’ll lead a team of 3 specialists, supporting the development of strategy and goal setting to deliver organisational priorities.

• Drive the identification and improvement of customer focused processes and procedures.
• Lead and set the framework for efficient and effective business support.
• Lead the improvement of the CRM, Portal, and customer reporting and analysis.
• Lead delivery of better practice for internal customer management processes.

• Academic: Degree or diploma in Business or related field with relevant experience or qualifications/experience in another field, or lesser formal qualifications with extensive and diverse experience.
• Experience: Extensive and diverse experience in leading a shared service business support function, process and system improvement, change management and customer experience management.