Senior Leader, Resident Experience & Digital Channels

Allen Lane Limited; Greater London; Vor Ort; GBP 90.000 - 112.000; Vollzeit

Zusammenfassung

Southwark Council is seeking an Assistant Director of Resident Experience to lead resident access, digital channels and service design. You will shape strategy, oversee transformation and ensure inclusive, accessible services across web, mobile and face‑to‑face channels.

Reporting to the Director of Digital and Resident Experience, you will build a high‑performing team, govern customer satisfaction metrics and drive data‑led improvements that benefit residents, businesses and visitors.

Qualifikationen

• Strategic leader with expertise in resident experience, digital engagement and service design.
• Deep knowledge of digital channels, web platforms and accessible services.
• Track record of innovating with AI, chatbots and automation to help residents.
• Experience leading multidisciplinary teams and digital transformation programmes.
• Proven ability to manage large budgets with measurable outcomes; public sector preferred.
• Strong communication and stakeholder engagement with collaborative leadership.

Aufgaben

• Lead the Council's resident experience and digital channel strategy, ensuring accessible, user-centred services.
• Own design, development and continuous improvement of resident facing digital channels and customer platforms.
• Lead resident engagement, insight and service design activity with user research and evidence-led improvement.
• Develop and govern Council-wide measures of resident experience and customer satisfaction.
• Shape digital access across web, mobile and face-to-face channels, including AI-enabled interfaces.
• Lead multidisciplinary teams with governance for significant investments and expenditure.

Kenntnisse

Strategic leadership

Resident experience

Digital engagement

Service design

AI/automation

Stakeholder engagement

Jobbeschreibung

Southwark Council is seeking an Assistant Director of Resident Experience to lead resident access, digital channels and service design. You will shape strategy, oversee transformation and ensure inclusive, accessible services across web, mobile and face‑to‑face channels.

Reporting to the Director of Digital and Resident Experience, you will build a high‑performing team, govern customer satisfaction metrics and drive data‑led improvements that benefit residents, businesses and visitors.