Waltham Forest Council - Head of Digital & Customer Experience

Job Description

Waltham Forest has a challenging, innovative, customer focused digital agenda.We want a skilled and experienced Head of Digital and Customer Experience to join our Customer Strategy and Digital Channel Service.This role will be responsible for the Councils digital customer experience strategies and commissioning the services and platforms supporting its delivery. The role will be responsible for leading user research, end to end digital service design, deliveringa successful digital transformation programme and ensuring continued high performance from the councils digital delivery functions.The role will be responsible for developing and implementing a compelling digital resident experience strategy and vision that helps the Council meet its objectives to become the UKs leading digital authority and providing excellent digital services forcustomer and users alike.Key skill and experience for the successful candidate are:- Track record of delivering public facing digital services in a large, complex organisation with expert technical /professional knowledge and experience- Track record of shaping and evolving ambitious digital strategies driven by deep user research and insight and a passion for inclusion and accessibility- Excellent research, analysis, interpretation and evaluation skills, demonstrating the ability to identify and diagnose complex problems/issues / requirements and develop innovative strategic solutions- Authority and credibility to build relationships, influence and engage successfully with politicians, senior managers, colleagues and partners in complex or politically sensitive situations - Initiative, strategic and political awareness demonstrated inproblem solving and decision making- Significant experience of writing reports, specifications and agreements Substantial experience of managing significant budgets and resources- Understanding and experience of working with common digital platforms platforms used to deliver public-facing digital services, ideally including specific experience of the govService product set- Substantial experience of delivering organisational digital service transformation in a large organisation- Experience of advocating and being the ambassador for digital services in a complex organisation - Experience of influencing and negotiating with senior stakeholders to deliver digital products which fit customer and organisational needs- Excellent communication skills and solid experience of communicating technical concepts to non-technical audiences across complex organisations- To be persistent, tenacious, highly motivated and not easily discouraged- Experience of leading and motivating a digital team and matrix management across a large organisation - Experience of sourcing and managing digital suppliers and other contractors in a commercial relationship- Excellent time management skills to manage a complex workload prioritise and set deadlines and cope with conflicting and changing demands.- Identify the most relevant KPIs to measure within the digital space that contributes clearly to LBWF wider objectives and goals.- Establish an on-going process for measurement and improvement (liaising with the other Heads of Department and the Communications Director).This is not just about becoming more digital. It is embracing and upskilling in this space to directly help LBWF be the leading digital authority.If you are interested in this role please send your updated CV in the first instance.

Keyskills :
Waltham Forest Council - Head of Digital & Customer Experience