Senior Citizen Experience Lead, Bus Network

South Yorkshire Mayoral Combined Authority; Sheffield; Hybrid; GBP 51,000 - 54,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Hybrid working

Flexible working hours

Leave entitlement 28–36 days + bank

Job summary

South Yorkshire Combined Mayoral Authority seeks a Citizen Experience Lead (Bus Franchising) to steer the customer and citizen experience across The People's Network. The role sits in the Change and Citizen Experience department and is based at the Sheffield Head Office with hybrid working.

You will shape customer services, information and communication approaches that underpin bus franchise delivery. With strong experience in customer experience, service design or transformation, you will

Qualifications

• Experience leading customer experience, service design or transformation activity.
• Ability to influence across organisational boundaries and drive action.
• Strong communication and stakeholder management to translate insights into action.

Responsibilities

• Lead the Citizen Experience workstream within the Bus Franchising Programme.
• Develop customer experience frameworks, standards and governance.
• Provide expert advice, assurance and challenge to programme leaders and suppliers.
• Influence programme decisions using customer insight and evidence.

Skills

Customer experience

Service design

Transformation

Change management

Stakeholder management

Job description

South Yorkshire Combined Mayoral Authority seeks a Citizen Experience Lead (Bus Franchising) to steer the customer and citizen experience across The People's Network. The role sits in the Change and Citizen Experience department and is based at the Sheffield Head Office with hybrid working.

You will shape customer services, information and communication approaches that underpin bus franchise delivery. With strong experience in customer experience, service design or transformation, you will