Customer Experience Manager
North East Combined Authority
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Benefits offered by this job
Job summary
Northumberland County Council is seeking an experienced Customer Experience Manager to shape and deliver a modern, inclusive customer journey across services. This full-time, 1-year fixed-term role is hybrid with County Hall as the base, and involves leading transformation programmes and developing customer-focused systems.
You will lead large teams, drive performance improvements, and use data and insight to inform decisions that enhance outcomes for residents, businesses and visitors alike.
Qualifications
- Significant experience managing large customer-facing operational services and teams within a complex organisation.
- Proven experience leading managers and frontline teams through periods of change, transformation and service improvement.
- Extensive experience of customer management systems, customer contact technologies and digital service platforms, with the ability to drive system development and service optimisation.
- Relevant professional qualification or equivalent substantial experience in customer services, operational management, service transformation or organisational development.
- Expertise in multi-channel customer contact environments, systems and industry best practice.
- A successful track record of delivering large-scale transformation programmes, operational improvements and measurable service outcomes.
- Strong experience of performance management, workforce planning, budget management and resource allocation.
- Confidence using data, performance information and customer insight to drive decision-making and improve outcomes.
- Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels of the organisation.
Responsibilities
- Lead and inspire staff teams and stakeholders to deliver high-performing, customer-focused services.
- Champion a culture of continuous improvement, collaboration and innovation.
- Shape and deliver the Council's Customer Experience vision and transformation programme.
- Lead large-scale change initiatives, ensuring successful implementation and adoption.
- Redesign services and processes to improve efficiency, quality and customer satisfaction.
- Manage complex transformation projects from design through to delivery and review.
- Coordinate governance, readiness activity and post-implementation evaluation.
- Ensure services transition smoothly to new systems and ways of working.
- Oversee the use of performance, demand and customer insight data to inform decision-making.
Skills
Education
Tools
Job description
Full Time | 1 year fixed term | Hybrid Working with County Hall base
We're looking for an ambitious and forward-thinking manager to play a key role in shaping and delivering our Customer Experience vision. This is an exciting opportunity to lead large-scale transformation activity, improve how services are designed and delivered, and ensure residents receive a seamless,modernand inclusive experience when they contact the Council.
You will bring a proven track record of delivering service excellence through effective people leadership, performance management and the development of modern, customer-focused systems and processes.
Residents,businessesand visitors are at the heart of everything we do. In this role, you'll help ensure our services are accessible,efficientand responsive to customer needs.
Working closely with the Head of Customer Experience, you'll influence strategic direction, lead transformationprogrammesand drive continuous improvement across services.
You'll collaborate with colleagues across services to create better outcomes for our communities,modernisingservices while supporting digital inclusion and high-quality customer care.
As ourCustomer Experience Manager, you will:
- Lead and motivatestaff teamsand stakeholders to deliver high-performing, customer-focused services
- Champion a culture of continuous improvement, collaboration and innovation
- Shape and deliver the Council's Customer Experience vision and transformation programme
- Lead large-scale change initiatives, ensuring successful implementation and adoption
- Redesign services and processes to improve efficiency, quality and customer satisfaction
- Manage complex transformation projects from design through to delivery and review
- Coordinate governance, readiness activity and post-implementation evaluation
- Ensure services transition smoothly to new systems and ways of working
- Oversee the use of performance, demand and customer insight data to inform decision-making
- Strengthen reporting, forecasting and performance management approaches
- Turn insight into practical improvements that enhance customer outcomes
- Promote inclusive service design and digital accessibility
- Work with partners and stakeholders to deliver joined-up solutions
- Represent Customer Experience services across theorganisationand externally
You'll bring:
- Significant experience managing large customer-facing operational services and teams within a complex organisation.
- Proven experience leading managers and frontline teams through periods of change, transformation and service improvement.
- Extensive experience of customer management systems, customer contact technologies and digital service platforms, with the ability to drive system development and service optimisation.
- Relevant professional qualification or equivalent substantial experience in customer services, operational management, service transformation or organisational development.
- Expertise in multi-channel customer contact environments, systems and industry best practice.
- A successful track record of delivering large-scale transformation programmes, operational improvements and measurable service outcomes.
- Strong experience of performance management, workforce planning, budget management and resource allocation.
- Confidence using data, performance information and customer insight to drive decision-making and improve outcomes.
- Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels of the organisation.
- An experienced people leader with a passion for developing high-performing teams.
- Strategic, able to see the bigger picture and shape long-term direction
- A positive change leader who can bring people with you
- Analytical and data-driven in your approach
- Passionate about delivering inclusive, customer-focused services that make a difference
- Confident leading complex operational services supported by customer systems and technology.
Ifyou'remotivated by transformation, passionate about improving services, and committed to delivering excellent customer experiences,we'dlove to hear from you.
Join us and help create a Customer Experience service that works better for residents,communitiesand colleagues across Northumberland.
- 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
- Automatic enrolment into the Local Government Pension Scheme
- Flexi scheme (if applicable) - up to 2 days flexible leave available per month (pro rata for part-time employees)
Facebook: NCC Jobs Group
LinkedIn:Northumberland County Council Jobs
Please note that this is a full time position but applications on a secondment or part-time basis would be considered for the right applicant.
For guidance on completing your application and for information about our Equality and Diversity principles, please see the attached guidance.
We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post.
British Sign Language: northumberlandcc-cs.signvideo.net
For those with speech difficulties or hearing loss: Text relay service dial 018001 01670 623930
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