Interim Head of Customer Experience – ICT

Job details

Salary - Grade
GBP £64,716 to £65,853 64716 - PO10
Contract Type
Fixed Term / Secondment
Contract Length
18 months
Contracted Hours
Full Time - 36 hours per week
DBS Required
Finance & Corporate Resources
Closing date

18 months Fixed Term/Secondment Term Opportunity 

About the role

As Interim Head of Customer Experience, you will lead a multidisciplinary team focused on improving residents’ ability to access council services across digital channels.

You will be responsible for:

    • Leading the team, developing its ways of working, establishing best practices, and implementing customer experience initiatives and strategies across the organisation 
    • Collaborating with cross functional teams in order to do this, and enhancing customer satisfaction
    • Defining and assuring the council’s approach to user-centred design
  • Overseeing the redevelopment of the Council’s website and delivering continuous improvements to the user experience.

You will do this by: 

  • Providing clear leadership and direction to a team of service designers, user researchers, product managers, data analysts, and software engineers
  • Maintaining and communicating the Customer Experience team roadmap
  • Working with practice leads to ensure the right conditions for research and design
  • Collaborating with senior/ technical stakeholders to influence and support council strategies and policies.


About you

We don’t expect you to tick every box on our job description. The most important things we are looking for are:

  • An expert level of understanding of product management and user-centred design practices
  • A demonstrable record of the successful delivery of products and services that improve outcomes for users and organisations
  • Strong problem solving and analytical skills
  • Excellent leadership, communication, and team and stakeholder management skills.

Our priorities

Over the next year our priority areas of focus are:

  • Ensuring that the Council website is easy to navigate, accessible, and functions as a gateway to the information and services that residents most need
  • Using digital tools to transform services and create value for money
  • Putting customer experience at the heart of everything we do and ensuring that we make a positive impact on service delivery for residents.


What we love about working for Hackney

  • Doing work that has a positive impact on residents’ lives
  • A diverse workforce that reflects our community
  • Flexibility of hybrid working and being able to have a good work-life balance
  • No one day is ever the same and you’ll get to work across a wide range of services.


In return you will benefit from:

  • A generous holiday allowance of 28 paid days, rising to 33 days (after 5 years) plus bank holidays
  • Membership of the excellent Local Government Pension Scheme
  • Standard 36 hour week (7.2 hours per day, Monday to Friday)
  • Wide range of learning and development opportunities 
  • Comprehensive range of staff benefits such as childcare vouchers, new technology schemes, Cyclesheme, interest-free loans on annual travel cards, discounts at leisure centres (Better), restaurants, shops and other local establishments.


Where we work

We offer hybrid working. You will be expected to come into our offices in the Hackney Service Centre to work with your team for a minimum of two days a month, however many of us prefer to come in more frequently. Like many organisations, our hybrid arrangements are evolving and you may be expected to work from the office more frequently in future.

Talk to us or ask any questions 

If you’d like an informal chat about the role, you can speak to our Strategic Lead for Talent Acquisition, Joanne Cumper. Contact her at     

There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services. Hackney is one of London’s most vibrant and diverse boroughs. It’s one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.

We will not accept applications where Artificial Intelligence (AI) has been used to assist with completing the competency questions or any part of the application form.

This application process replaces a supporting statement.

Closing date for applications: 28 July 2024 (22:59 pm)

Interview date: W/C 05 August 2024

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: