Service Care Solutions Ltd

Head of Digital and Customer Experience

Head of Digital and Customer Experience
Job Description

The Head of Digital and Customer Experience will be responsible for leading user research, end-to-end digital service design, delivering a successful digital transformation programme, and ensuring continued high performance from the council's digital delivery functions.

The role will also involve commissioning the services and platforms supporting its delivery.

Key Skills and Experience

  • 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 in problem 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 used to deliver public-facing digital services, ideally including specific experience of the gov Service 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 ongoing process for measurement and improvement (liaising with the other Heads of Department and the Communications Director)


  • Experience in a similar role

  • Bachelor's degree in Computer Science, Information Technology, or related field

  • Proven experience in managing complex digital projects

  • Excellent problem-solving and analytical skills

  • Strong leadership and management skills

  • Excellent communication and interpersonal skills

  • Ability to work independently and as part of a team

  • Excellent time management skills

  • Ability to work in a fast-paced environment and meet tight deadlines

  • Experience in the public sector is desirable

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to

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