Customer Experience Transformation Lead (Hybrid)

Northumberland County Council; Morpeth; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

26 days annual leave + holidays (pro‑r

LGPS pension

Flexi leave up to 2 days/month

Job summary

Northumberland County Council is seeking a Customer Experience Manager to lead transformation and deliver a modern, inclusive customer journey. Hybrid working with County Hall base, you will oversee large teams, driving performance and continuous improvement across services.

You will bring extensive experience in customer service leadership, multi-channel platforms, and data-informed decision making to shape strategic direction and ensure excellent resident experiences.

Qualifications

• Significant experience leading large customer-facing operational services and teams.
• Proven track record through periods of change and service improvement.
• Experience with multi-channel customer contact environments and digital platforms.

Responsibilities

• Lead and inspire staff to deliver high-performing, customer-focused services.
• Shape and deliver the Council’s Customer Experience vision and transformation programmes.
• Manage complex transformation projects from design through delivery and review.

Skills

Staff leadership

Change management

Customer management systems

Data-driven decision making

Performance management

Budget management

Stakeholder management

Education

Professional qualification in customer services

Tools

CRM systems

Analytics platforms

Job description

Northumberland County Council is seeking a Customer Experience Manager to lead transformation and deliver a modern, inclusive customer journey. Hybrid working with County Hall base, you will oversee large teams, driving performance and continuous improvement across services.

You will bring extensive experience in customer service leadership, multi-channel platforms, and data-informed decision making to shape strategic direction and ensure excellent resident experiences.