Resident Experience Designer

Coventry City Council; Coventry; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Guaranteed Interview Scheme

Job summary

Coventry City Council is seeking a creative professional to lead resident-centric design within the Customer Services team. You will apply CX/UX principles to map cohesive customer journeys, end-to-end processes, wireframes and prototypes, and collaborate with diverse stakeholders to improve services.

The role emphasises embedding Resident Experience (REX) principles, delivering process improvements, dashboards to measure success, and building efficient services for residents and partners.

Qualifications

• Experience of creating cohesive customer journeys using CX principles.
• Experience of utilising CX/UX design principles.
• Experience of creating customer panels for engagement activity.
• Delivering user-centred design initiatives.
• Using customer experience tools including the wireframe development approach.
• Ability to develop strong relationships with internal and external stakeholders.
• Strong analytical skills applied to understanding customer need, business functionality and IT requirements.
• Able to contribute to dashboard development to measure success and inform improvement activity.

Skills

CX/UX design principles

Customer journey mapping

Stakeholder management

Analytical skills

Dashboard development

Focus groups facilitation

Design skills

Communication skills

Tools

Wireframe tools

Job description

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Customer Services is one of the largest departments in Coventry City Council and are the front face of the organisation. We are usually the first port of call for customer enquiries across the council. Our fast-paced telephone teams deal with thousands of calls and emails a week, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation.

You may be based in one of several locations, we have a Customer Service Centre right in the heart of the city; Friargate – a large purpose built office by the train station along with several reception points across the city.

Joining Customer Services is a really good stepping stone into a long term career with the Council, depending on the role you are offered you will learn about other parts of the organisation

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

What is the job role?

Are you ready to drive innovation, streamline operations, and reduce resident effort whilst ensuring an outstanding experience?

Do you have experience of working in a Customer Experience (CX) or User Experience (UX) setting?

Do you have design experience including cohesive customer journey maps, end-to-end processes, wireframes, and prototypes?

Are you comfortable communicating with a wide range of stakeholders?

Do you look to continually improve based on feedback?

Here at Coventry City Council, we’ve been implementing a new way of designing and delivering services for residents with the aim of connecting with the people of Coventry to deliver the services they need and listening to them to keep improving what we do, and that’s where you come in.

We are on a journey to embed Resident Experience (REX) principles across the organisation, and this role is an exciting opportunity to influence process change and to help us build efficient services that deliver for residents, the organisation and our partners.

We are looking for creative individuals to work as part of a small team with big ambitions to design and deliver process improvements. You will need experience of customer journey mapping and touchpoint analysis, strong analytical and communication skills as well as experience of working directly with focus groups, partners, and across organisational boundaries. You will also need strong design skills.

This is a challenging role and will need strong resilience and a determination to deliver results in order to be successful.

The role is offered on a Fixed Term basis for 12 months.

The closing date is midnight on Sunday the 20th of September. Assessments will take place on the 1st and 2nd of October and will consist of a competency-based interview and a practical task.

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

Who are we looking for?

• Experience of creating cohesive customer journeys using Customer Experience principles
• Experience of utilising CX/UX design principles
• Experience of creating customer panels for engagement activity
• Delivering user-centred design initiatives
• Using customer experience tools including the wireframe development approach
• Ability to develop strong relationships with internal and external stakeholders.
• Strong analytical skills applied to understanding customer need, business functionality and IT requirements
• Able to contribute to dashboard development to measure success and inform improvement activity
• Ability and resilience to deliver in a fast-paced environment and across several workstreams at once

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'.

We recognise that you might use AI tools to help with your application. While these tools can be useful, please make sure that all information you provide about your experience, skills, and qualifications is accurate. What matters most to us is hearing about your experience and the achievements that truly reflect you!

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.
At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

The following content displays a map of the jobs location - One Friargate Coventry