Head of Customer Experience, ICT & Digital Services - MOR10944

Moray Council; Ecclesmachan; On-site; GBP 50,000 - 75,000; Full time

Job summary

Moray Council seeks a dynamic leader for the role of Head of Customer Experience, ICT and Digital Services. This position involves strategic oversight of digital transformation and customer service advancements, shaping how the Council engages with its community. The role demands innovation, leadership, and a commitment to modernizing public service delivery in Moray.

Qualifications

• Experience in leading digital transformation initiatives.
• Ability to manage multidisciplinary teams and budgets.
• Expertise in customer-centric strategies.

Responsibilities

• Develop and implement customer-centric strategies and digital services.
• Ensure effective data governance and cyber security.
• Manage multidisciplinary teams to drive service excellence.

Skills

Leadership

Customer Experience Management

Digital Transformation

Strategic Planning

Cyber Security

Job description

Job Description

Head of Customer Experience, ICT and Digital Services

Be at the Forefront of Transformation in Moray

Join Moray Council as we embark on an exciting journey of innovation and change. We are looking for a dynamic, visionary, and inspiring leader to take on the newly created role of Head of Customer Experience, ICT and Digital Services. This strategic appointment comes as part of a forward-thinking management restructure designed to place digital transformation, customer focus, and technological excellence at the very heart of public service in Moray.

Moray Council serves a vibrant and diverse community in the northeast of Scotland, encompassing both lively towns and stunning rural landscapes. Our commitment is to deliver high-quality services, ensure transparency, and drive positive outcomes for residents, businesses, and visitors alike. Now, more than ever, we are determined to transform the way we work, harnessing the power of digital solutions and customer-centric thinking to create a modern, accessible, and efficient organisation.

This is a unique opportunity to shape the future of how Moray Council interacts with its community and delivers essential services. As a key member of the senior management team, you will lead on customer experience, ICT, and digital services, ensuring that every interaction with the Council is as seamless, effective, and positive as possible. We require leaders who can work with others to proactively adapt the Council's ways of working, to respond to the changing needs of residents and take advantage of the emerging opportunities

This vital new post reflects our ambitious plans to modernise service delivery, place our customers at the heart of everything we do, and ensure our digital infrastructure is robust, secure, and future-ready.

As Head of Customer Experience, ICT and Digital Services, you will be responsible for developing and implementing a customer-centric strategy, directing the design and delivery of digital and ICT services, and advancing the Council's digital transformation. This role involves ensuring robust data governance and cyber security, promoting service excellence and innovation, managing multidisciplinary teams and budgets, and serving as a strategic partner to internal and external stakeholders.

We are seeking a creative, energetic, and forward-thinking leader who can inspire teams and drive cultural change. As Head of Customer Experience, ICT and Digital Services, you will play a pivotal role in shaping the digital future of Moray. Your leadership will influence how thousands of people interact with vital public services daily. You will be at the heart of decisions that modernise the Council, make services more accessible and responsive, and ensure that Moray remains a forward-looking, digitally empowered local authority.