Head of Customer Experience

Tile Hill Executive Recruitment; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading council in the UK is seeking a Head of Customer Experience to drive a strategic shift in service delivery. This role involves leading the development of a new customer experience capability, ensuring a customer-first culture across all services. The ideal candidate will have a strong background in customer experience principles, journey mapping, and organizational change, with a focus on long-term impact and inclusion.

Qualifications

• Proven track record in shaping end-to-end customer journeys.
• Experience in influencing service design at scale.
• Digitally confident and passionate about inclusion.

Responsibilities

• Lead the development of the Customer Experience Capability.
• Shape the council's Customer Experience Strategy 2024–2028.
• Embed tools and skills for a seamless customer experience.

Skills

Customer experience principles

Journey mapping

Organisational change

Data analysis

Leadership

Job description

Sheffield City Council serves one of the UK’s most distinctive and dynamic cities. As England’s fourth largest city, Sheffield is celebrated for its green spaces, rich industrial heritage, and thriving cultural scene. With a population of over 600,000, Sheffield is home to diverse, welcoming communities and a growing reputation as a place where people want to live, work, visit, and invest. The Council is committed to unlocking this potential, creating a city that’s fairer, more sustainable, and more connected, where everyone can thrive from childhood through to later life.

People are at the heart of what we do and we are building a customer-first culture that’s insight-led, consistent and inclusive, and the Head of Customer Experience will be at the centre of this transformation. This is your opportunity to lead a strategic shift across the whole council, shaping how we listen to, design for and deliver services around the people and communities we serve.

You’ll drive the development of our newly created Customer Experience Capability, a council-wide function focused on journey design, customer insight, performance data and customer intelligence. Working closely with senior leaders across services and corporate teams, you’ll embed the tools, skills and mindsets needed to deliver a seamless and high-quality customer experience across all channels.

This is a role for a people centric leader and change agent, reporting to the Director of Customer Experience and Communities, and playing a key part in delivering our Customer Experience Strategy 2024–2028. You’ll be responsible for developing a consistent view of the ‘voice of the customer’, helping teams use data and insight to make better decisions, and supporting the design and delivery of the Modern Customer Model. This is not just about service improvement, it’s about reshaping how the council understands, connects with and empowers its citizens.

We’re looking for a passionate leader with a deep understanding of customer experience principles, journey mapping and organisational change, with a proven track record of shaping end-to-end journeys, leveraging data and influencing service design at scale. With people and place at the centre of everything we do, you’ll help us make the shift to a truly customer-centred organisation, not just in words, but in every touchpoint. You’ll be digitally confident, passionate about inclusion, and comfortable operating at pace and scale. Your focus will be on long-term impact through effective processes, building capability, connecting silos and delivering a smarter, more personalised experience for every customer.

We are investing in our workforce and promoting opportunities to under-represented groups. We particularly welcome applications from Black, Asian and Minority Ethnic, disabled and LGBTQ+ candidates, and from people with caring responsibilities. We support flexible working and are proud to be a Disability Confident employer.

If you're ready to shape a step-change in how a major council designs and delivers services with its people, we would love to hear from you.

For more information please visit our microsite, or a confidential conversation with our retained advisors at Tile Hill, contact: Andrew Gillen on 07442 420559 ([e-mail]), or Anita Denton on 07725 554802 ([e-mail]).

Closing date for applications:Midnight, Sunday 15th June

To apply:
To apply, please submit an up-to-date copy of your CV (three sides of A4 maximum), along with a supporting statement (three sides of A4 maximum) detailing your experience, and achievements and addressing the key criteria for the role set out on this site and using examples to demonstrate how you meet the requirements.Documents should be uploaded via our website, please include and upload the below information in two documents only.If you experience any issues whilst applying, please [e-mail].

Applications should include:

• Full contact details;
• Names, positions, organisations and contact details for two referees (we will ask your permission before contacting referees);
• Details of your current salary and notice period
• Notification of any dates when you are not available for an interview.

At Tile Hill, we are committed to inclusion and accessibility. We champion and support all individuals to ensure everyone feels valued, listened to and motivated to get the very best out of each recruitment process and that processes are designed to meet the needs of individuals. If you have any specific requests and would like a confidential discussion with the Tile Hill team, then please [e-mail].