Description Our local government clients in North London are looking to hire a Head of Customer Experience. To provide strategic and operational leadership for the "front door", a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first-time service, through forging strong collaborative relationships with heads of service across the organisation to design customer journeys and manage demand. Your Key Responsibilities will include: Lead the design and change management to a new operating model and brand for Customer Services. Design and lead contact centre services that deliver a more preventive, holistic, and right-first-time service, empowering residents and enabling maximum customer independence and self-service. Qualification Essential GCSE Grade (or equivalent) in English Language and Mathematics. Recognised formal practitioner qualifications in project and programme management or similar by experience (e.g. MSP, APM, Agile PM, DSDM, PRINCE2, certified change management or equivalent). Advanced Microsoft Office, Word, Excel, Outlook, PowerPoint, Social Media, and CRM. To be successful, you will need: Essential Experience and Knowledge: Ability to develop a compelling vision for the service and its impact on residents and set out the key workstreams and capabilities required to achieve it. Strongly resid