Head of Customer Experience

Jersey (GB) (JE)
£64,029 - £73,364
28 Aug 2019
11 Sep 2019
Job role
Contract Type
Full time

Want to be part of an organisation committed to delivering world class service? One that thinks ahead for customers, pre-empting their needs?

The Government of Jersey is going through a transformation that puts customers at the heart of everything they do.  Its 6,700 public servants are responsible for the cradle-to-grave health, education, social care and social security of Jersey’s 100,000 islanders.  The government collects the taxes that pay for public services, and pay the income support and pensions that help families and the elderly. The government keeps islanders safe from harm – policing Jersey’s streets, running its prisons, fire and ambulance services. It also protects the natural environment and biodiversity, supporting the island’s agriculture, fishing and tourism sectors.

The Head of Customer Experience is based within Customer and Local Services, a department that puts customers at the heart of the new government structure, where everything we do is about making it easy for customers. This is more than reducing queue-times and providing great customer

service with each interaction. We want to deliver a world class government service that thinks ahead for its customers, pre-empts their needs, improves their lives and reduces long-term demand for services.  As well as delivering excellent service, the department will also play a crucial role in acting as an advocate for customers across all parts of government, ensuring that customer service standards are maintained and improved. 

We are looking for a committed, enthusiastic leader to inspire a new team focused on ‘Making it Easy’ for customers. 

The Head of Customer Experience will be responsible for delivering sustainable customer-led improvements across all areas of government and drive a culture of learning from customer insight, feedback and complaints.  This role will develop and implement a government wide customer service strategy to ensure customers receive the same great service in all their government interactions, as well as and leading on continuous improvement, using customer insight and feedback to deliver results that meet the current and future needs of all our customers.  

We’re looking for an innovative, insight-led thinker who is passionate about the customer and customer experience.  We are looking for proven experience in a senior role with skills in customer experience strategy and management and previous responsibility for delivering major change projects into operational environment through process, people, communications and culture.

You’ll bring the boundless talent and drive that we’re looking for to help lead the biggest transformation in government for a generation and build one of the critical functions at the heart of delivering our ambition. Join Team Jersey and find your unique place in the world.

For more information and to apply, please visit the website.

Closing date 11th September 2019.

No agencies please.