Director of Customer Experience, Digital & Data

Education and Skills Funding Agency

Coventry, Manchester, Darlington or Sheffield with regular travel to London

  • Location

    Coventry, Manchester, Darlington or Sheffield with regular travel to London

  • Job type


  • Sector

    Central Government

  • Salary/Remuneration

    c. £108,000

  • Job ref


  • Expiry date

    21 December 2018

  • Client

    Education and Skills Funding Agency

Ref: GSe48160

Formed through merger in April 2017, the Education and Skills Funding Agency is an organisation with a broad remit and significant impact.  Not only are we annually accountable for £58 billion of funding for the education and training sector, but we are also responsible for regulating academies, further education and sixth form colleges and training providers.  Operating with considerable reach, we also deliver major capital projects and operate key services, such as the National Careers Service, the National Apprenticeship Service and the Learning Records Service.

As our new Director of Customer Experience, Digital and Data, you will enable us to build on our track record of current and historical successes by delivering a strategy and programme of work that underpins our three priorities: ensuring that we design and consistently deliver exceptional customer experience; specifying and delivering large-scale technology changes to ensure that we are efficient, effective, responsive and easy to engage with and; utilising the best approaches to Data Science to ensure that we are maximising the value of a broad range of data.

Having performed a similar role in a large-scale, highly transactional environment, you will have defined and delivered a range of relevant user-centred digital, data and technology strategies, programmes and operations in support of exceptional customer and user experience, business efficiency, operational performance and service delivery.  To this end, you will be an exceptional leader with a reputation for establishing inclusive, aspirational, flexible and high performing multi-disciplinary teams and working environments in support of shared outcomes.

A transformative strategic thinker with a keen sense of what it means to excel in terms of customer focus, you will be highly credible, resilient and robust, able to thrive in a sector in which public scrutiny is a given.  With relevant personal subject matter expertise that will enable you to make a significant contribution to our organisational success, you'll enable us to think creatively and laterally about the configuration of the services we provide, whilst identifying and mitigating risk.

Reporting to the CEO, this is a Board level role and we are looking for a high calibre individual who will not only bring disciplinary knowledge, but also the senior leadership credentials to make a strong contribution to the overall leadership of the Agency as we evolve and change. Given the extent and scale of our ambitions, this is an exciting and high-profile place to be.

Closing date
Preliminary Interview at our London OfficeBetween Wednesday 9 January 2019 and Monday 14 January 2019
Psychometric Assessment w/c Monday 21 January 2019
Final Panel InterviewThursday 7 February 2019
How to Apply

To apply for this role, please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.

Contact details
Stephanie Wilson: 07880 382745

Adrian Barlow: 07393 011150

Joanne Pountney: 07384 810 743