CRA GROUP LIMITED
Location
Waltham, MA | United States
Job description
3 months contract with a local authority
Job Summary:
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 Council s 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 delivering a successful digital transformation programme and ensuring continued high performance from the council s 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 UK s leading digital authority and providing excellent digital services for customer and users alike.
Key Duties/Accountabilities:
The role holder acts as the key link between the Customer Strategy and Digital Channels team and the Council s broader technology strategy working closely with the CIO and senior managers from the Technology Innovation IT Operational and Change teams.
They will also have a key accountability to Heads of Service across the organisation where delivery is underpinned by digital solutions making sure the project pipeline is refreshed continuously as well ensure resources are available for delivery.
Ensure the provision of high quality easy access to Waltham Forest services which adhere to relevant accessibility usability and branding standards
Delivering public facing digital services in a large complex organisation with expert technical /professional.
Oversee all digital content through both reactive and proactive channels owning the sign off of any change impacting customer systems
Building relationships influence and engage successfully with politicians senior managers colleagues and partners in complex or politically sensitive situations.
Write reports specifications and agreements Substantial experience of managing significant budgets and resources.
Working with common digital platforms used to deliver publicfacing digital services ideally including specific experience of the govService product set.
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).
Engage in excellent research analysis interpretation and evaluation skills demonstrating the ability to identify and diagnose complex problems/issues / requirements and develop innovative strategic solutions.
Essential Experience Required:
Substantial experience of delivering organisational digital service transformation in a large organisation is essential.
Significant experience of writing reports specifications and agreements Substantial experience of managing significant budgets and resources is essential.
Experience of advocating and being the ambassador for digital services in a complex organisation is essential.
Experience of influencing and negotiating with senior stakeholders to deliver digital products which fit customer and organisational needs is essential.
Experience of sourcing and managing digital suppliers and other contractors in a commercial relationship is desirable.
Essential Qualifications Required:
Educated to degree level or equivalent standard of experience is essential.
Related professional qualification or experience in one or more of these areas: Agile Scrum Prince2 MSP Business Process Improvement Service Design is essential.
Additional information to note:
The closing date for this position is 20 th January 2024.
Job tags
Salary
