The Role

Salary – £120,978 - £127,235 p.a.

At Waltham Forest Council, we’re always looking for ways to serve our communities in the very best way. This means understanding their needs for today and tomorrow and delivering services that are transformative, adaptable and enhanced in value for all our communities. Communities are no longer static; people live in an ever-changing environment and we want to create channels that are agile enough to meet our residents needs. That’s why we’re taking the important step of creating a new Corporate Director post for Customer Strategy and Digital Channels. The aim is to listen more attentively to our residents and provide them with the high-quality, easy-to-use services they need.

As our Corporate Director of Customer Strategy and Digital Channels, you’ll be at the forefront of this organisational transformation, directing us away from traditional processes to more modern ways of working while putting customers at the heart of everything we do.

Personalisation will be a key area for you to address. What more can we do to help our customers self-serve? How can we automate simple interactions, so we can free up resources to focus on people with the most complex needs? You’ll also be the strategic lead for all customer interactions, ensuring positive behaviours are modelled across the entire range of council services.

The role calls for an experienced senior manager who knows how to deliver major, sustainable change across a complex organisation. You’ll be comfortable with financial management and managing a wide range of activities across diverse areas of professional expertise. You will be responsible for creating and driving organisational transformation in terms of our approach to the customer, and act as a champion and voice of the resident in the Council.

You will confidently lead our journey away from traditional processes to more modern ways of working, including leadership of the digital service provision, and you’ll be a champion for council residents, listening and responding to them on issues big and small. You will be a strategic high-profile lead on all customer interactions across the entire range of council services, you will influence and enthuse senior managers on this agenda; and set and enable high standards for customer contact across the Council.

You will directly manage our digital innovation and digital strategy teams, libraries, and registrars whilst leading on resident driven service design and ensuring the customer experience is central to all council interactions.

Given the considerable influence of this role, we’re looking for someone who’s already proven themselves at senior-management level with a track record of delivery and has developed and introduced effective customer experience strategies to support a corporate vision. This will have been gained ideally in a local authority or public service customer centric organisation.

You will ideally have good political acumen, excellent negotiation and relationship-building skills and be highly resilient, especially while working under pressure and at pace. You’ll be confident leading multi-disciplinary teams, delivering service improvements and driving organisational change, you’ll know what it takes to make things happen and put innovative solutions into practice.

For more information, please contact Sandra Jones on or 07752 461763 or Dawar Hashmi on / 07513 706265 or Julie Towers on / 07764 791 736.

Closing date: Wednesday 19th October 2022.

Apply for Corporate Director of Customer Strategy & Digital Channels role Corporate Director of Customer Strategy & Digital Channels Job Description

Diversity Is Our Strength

We are keen to hear from anyone who meets the job criteria and we firmly believe that diversity produces the best team performance. We are proud of and driven by our Diversity Rationale and aim to have a workforce, at all levels, that reflects the communities we serve.

We are determined to increase staff from underrepresented groups. In order to tackle these we would particularly encourage Women, people of Black, Asian and Minority Ethnic heritage, people who live openly as LGBTQI+ or those with a disability to apply.

Waltham Forest is a Disability Confident Employer.