Director, Customer Experience

London Borough of Enfield


  • Location


  • Job type


  • Sector

    Local Government

  • Salary/Remuneration

    up to £121,893

  • Job ref


  • Expiry date

    16 November 2019

  • Client

    London Borough of Enfield

Ref: GSe55701

We are looking for an individual with the experience and ambition to lead the delivery of significant change and improvement across the Council in two cross cutting and pivotal areas of Digital, Data and Technology and Customer Experience.

We are therefore seeking an inspiring and effective collaborative leader who is commercially astute in their field and able to build strong working relationships with a range of external partners to maximise impact and agility.

You’ll lead the development and implementation of a vision for customer service that really does deliver “brilliant basics and magic moments” for our customers across the full range of Council services. You will provide our teams with inspiring strategic leadership and expertise to ensure that we define and deliver a high-quality customer experience, making optimal use of analytics, digital technology and customer behaviour insights.

Putting our diverse customers and communities at the heart of your thinking, you will drive through the modernisation of our customer engagement and processes at pace, both in services you are directly responsible for, and across the Council. You will be adept in influencing and engendering behavioural change, building collaboration across the Council and energising our teams to think differently about how services are provided.

With experience of defining and delivering an ambitious customer service transformation in an organisation of a similar size, scope and complexity, you will be an accomplished and credible leader and change agent, able to secure cooperation and support across a range of professional groups and from a variety of internal and external stakeholders, exceeding expectations through exceptional delivery.

To find out more or for an informal confidential discussion contact Ludovica Orlando on 02074263993.

Closing DateFriday 15th November 2019
Longlist Meeting Monday 25th November 2019
Preliminary interviews with GatenbySanderson w/c 25th November & w/c 2nd December 2019
Shortlist Meeting Friday 13th December 2019
Assessmentsw/c 9th December 2019
Final Panel InterviewsThursday 19th December 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.

Associated documents
  1. welcome letter final.pdf
Contact details
Ludovica Orlando: 020 7426 3993