Assistant Director – Resident Experience and Transformation
Duration: 3-6 months initial
Location: London (currently remote working from home)
IR35 status: Inside IR35
We are currently working with a London Borough to recruit an Assistant Director - Resident Experience and Transformation to lead the development and co-ordinate the delivery of the council’s Resident Experience and Transformation, developing new approaches to delivery alongside a new approach to understanding resident needs to include driving the concept and application of ‘customer first’ principles in the delivery of all council functions and using insight to drive continual improvement in the customer experience.
Key Responsibilities of Assistant Director - Resident Experience and Transformation:
- Redesign and implementation of the target operating model and structure for customer experience and digital, with focus on delivery of Resident Experience Strategy
- To be the product owner for transformation, representing the council’s delivery aspiration across the transformation work that falls into their remit and any associated BAU transitions
- Procurement, design and MVP delivery as product owner, including identifying further phases of work for delivery
- Contribute to Business Planning and Budget setting for 2021/22
Requirements for Assistant Director - Resident Experience and Transformation:
- A significant record of achievement in a senior local government role dealing with and developing talented, motivated high performing teams and enabling them to maximise their potential
- Demonstrable and significant experience of building and redesigning processes using data and insight to drive continual improvement, service redesign and transformation across all services end-to-end to a large customer base regardless of delivery options – web, telephone, face to face, applying Agile and GDS principles to develop new user-centric digital services
- An excellent working knowledge of all the services within scope, current issues, opportunities, and best practice delivery approaches
- Experience of building and developing partnerships with different organisations from public, third and commercial sectors
- Knowledge of industry standards, best practice, and professional bodies including: Institute of Customer Services, the Government’s Technology Code of Practice and Digital Service Standard, London Office for Technology & Innovation and Local Government Ombudsman
If you have relevant experience for this role and feel your skills match the requirements, or if you would like more information, please contact Robert Westbury on 020 7557 7667 and email your CV to rwestbury@venngroup.com and transformation@venngroup.com
