Director of Technology and Customer Experience

OXFORDSHIRE COUNTY COUNCIL; England; On-site; GBP 125,000 - 136,000; Full time

Job summary

A local government authority in England seeks a Director of Technology & Customer Experience to lead digital transformation. This role is pivotal in shaping a connected, digitally empowered county through innovative technology adoption. You will oversee IT operations, establish customer-centric standards, and bring measurable improvements in service delivery. Ideal candidates will demonstrate a substantial leadership track record in complex public sector environments. Offering a salary between £125,350 and £135,928, this position is hybrid in nature with a two-year fixed term.

Qualifications

• Proven track record in director-level leadership.
• Experience in local government or public sector.
• A history of leading complex, multi-year programmes.

Responsibilities

• Define and deliver the IT and Digital strategy for the county.
• Introduce cost-effective technologies and services.
• Establish high standards for customer satisfaction.

Skills

Leadership in complex organisations

Customer experience design

Financial management

Stakeholder management

Visionary thinking

Job description

Director of Technology & Customer Experience

Lead transformation through local government reorganisation.

This is a pivotal opportunity for an exceptional, director level leader who thrives on turning complex change into better outcomes for people. If you’re ambitious to get Oxfordshire County Council to where it needs to be in preparation for Local Government Reform and Devolution; modern, resilient and truly customer centred, this role puts you at the heart of shaping a connected, digitally empowered county.

Our digital ambitions have the greatest potential to transform the service we offer our communities and will be a game changer as we transition to the new authority/ies. You’ll steer how we adopt innovative technologies, strengthen digital accessibility, and deliver seamless services across every channel, while meeting statutory obligations and achieving measurable community impact. You’ll translate organisational ambition into tangible results, building and delivering a connected, digitally empowered county.

At OCC, we do not settle for the status quo. We are united by a clear purpose: to make a difference that endures. Here, you will find the scale, ambition, and support to deliver bold, innovative solutions—raising the bar for digital accessibility, delivering excellence in customer experience and driving productivity in service delivery.

What you’ll lead:

• Strategic vision & delivery: Define and deliver the county wide strategy for IT, Digital and Customer Experience—aligning with our vision for inclusive, efficient, accessible public services.
• Digital transformation: Introduce cost-effective technologies and digital services that enable smarter working, resilience and better outcomes for residents.
• Customer centric culture: Establish and uphold ambitious standards for accessibility and satisfaction, relentlessly improving every customer touchpoint.
• IT operations & assurance: Oversee infrastructure, service management, cyber security, compliance and data protection.
• Integrated delivery & partnerships: Commission and direct activity across the Council and with external partners to achieve aligned objectives and community outcomes.
• Risk, agility & value: Anticipate trends, manage risk proactively, and pivot swiftly—ensuring resources are deployed for maximum value and the organisation remains responsive to emerging challenges.

What you’ll bring

We’re seeking a proven director level leader with a substantial track record of success across large, complex organisations at this level—ideally within local government or the wider public sector. You will demonstrate:

• Depth across the portfolio: Modern IT infrastructure, digital platforms and emerging technologies; customer experience design and operations; regulatory and sector best practice.
• Transformation at pace: A history of leading complex, multi-year programmes that deliver measurable improvements in service, accessibility, and satisfaction.
• High performance leadership: Exceptional ability to inspire, mobilise and develop diverse, multidisciplinary teams; aligning multifaceted functions behind a single vision.
• Commercial acumen: Strong financial management and commissioning skills; evidence of cost effective delivery and continuous improvement.
• Political & stakeholder savvy: Insight into national/local policy and the drivers shaping demand; success in influencing senior stakeholders and building cross boundary partnerships.
• Future ready mindset: Visionary thinking, resilience and results focus—always striving for better, faster and more inclusive solutions.

Why join Oxfordshire County Council

This is a unique moment to shape the future of technology and customer experience in local government.

You’ll lead change that is strategic, inclusive and sustainable, driving the adoption of cutting-edge technologies and embedding smarter ways of working that transform how services are delivered. This is your chance to influence the digital landscape for an entire county—creating resilient, future-ready systems and ensuring Oxfordshire becomes a benchmark for modern, connected public services.

Your leadership will directly improve the lives of people across Oxfordshire—making services simpler, faster, and more responsive to what matters.

Further information:

• Salary: £125,350 - £135,928
• Location: County Hall, Oxford (hybrid working)
• Contract type: Full time, two year fixed term contract
• Closing date: 9am on 9th February 2026.

For an informal conversation with Lorna Baxter, our Deputy Chief Executive, please contact [e-mail].

This post is politically restricted in accordance with the Local Government and Housing Act 1989 (as amended by Local Democracy, Economic Development and Construction Act 2009).