Chief Customer Insight & Civic Experience – Hybrid

Nottingham City Council; Nottingham; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

26 days annual leave

Additional leave option

Flexible/hybrid working

Employee Assistance Programme

Technology discount

Learning and leadership development

Public service impact for 300k+

Job summary

Nottingham City Council invites applications for Head of Customer Insight. This pivotal role shapes services by translating citizen voices into action, guiding governance, and driving continuous improvement across customer insight and complaints functions.

The post requires strategic leadership, partnership work with senior leaders and residents, and a commitment to inclusive public services across Nottingham.

Qualifications

• Significant leadership experience in customer insight, experience, engagement, complaints or related functions.
• Track record of translating insight into measurable service improvements and outcomes.
• Experience leading transformation programmes and redesigning services around customer needs.
• Strong leadership to inspire high-performing teams and foster listening and learning.
• Experience in complex, politically sensitive environments.
• Good governance and statutory complaint requirements understanding.
• Excellent stakeholder management to influence senior leaders and communities.
• Commitment to equality, diversity and inclusion.

Responsibilities

• Lead services for Customer Insight and Analytics, Citizen Engagement and Co-Production.
• Oversee Corporate Complaints and Ombudsman Liaison, plus casework functions.
• Embed citizen-centred approaches across the Council.
• Translate customer feedback into policy and service design improvements.
• Collaborate with senior leaders, elected members, partners and residents.

Skills

Leadership experience

Customer insight

Engagement & co-production

Governance & compliance

Stakeholder management

Strategic transformation

Data-driven decision-making

Job description

Nottingham City Council invites applications for Head of Customer Insight. This pivotal role shapes services by translating citizen voices into action, guiding governance, and driving continuous improvement across customer insight and complaints functions.

The post requires strategic leadership, partnership work with senior leaders and residents, and a commitment to inclusive public services across Nottingham.