Customer Business Readiness Lead - Ref: RT10324

Grade: G10; Salary Range: £43,693 - £48,710

Job Type 2-year Fixed Term Full Time 37 hours ending 31/03/27

Customer Engagement About Us: We are committed to delivering exceptional customer experiences and continuously improving our processes. As part of our Customer Experience Strategy, we are looking for a dedicated and skilled Customer Business Readiness Lead to join our team.

We are seeking a highly motivated and experienced Customer Business Readiness Lead for Customer Engagement to join our team. The successful candidate will be responsible for supporting the business in realising the outcomes of complex strategic Business Change Programmes. This role requires innovation and challenge, with a focus on delivering efficiency savings that align with customer needs and corporate priorities.

Are you someone who has:

• Thorough and robust knowledge to enable the delivery of complex Business Change projects.
• Ability to establish the approach and guidance for organisational change management.
• Strong communication skills to engage with a diverse range of stakeholders and customers.
• Experience in project management of large, complex, interdependent programmes of business change activity.
• Ability to influence and support staff to embrace new ways of working using the ADKAR methodology.

Key Responsibilities:

• Assist in the adoption of new capabilities and support the business throughout the business change lifecycle.
• Actively participate and contribute at key meetings, representing the Customer Engagement Lead/Customer Delivery Manager as required.
• Plan, commission, implement, and evaluate digital transformation projects and any delegated budgets.
• Engage with senior executives within the organisation to capture requirements and deliver fit-for-purpose solutions.
• Communicate verbally with customers and provide accurate advice and information in spoken English.

We would like the successful candidate to:

• Responsible for the successful project management of business change activities across the Council, its Partners, and related organisations.
• Chair and facilitate project meetings consisting of key stakeholders.
• Ensure the provision and availability of appropriate evidence and documents to demonstrate probity and transparency in respect of all Business Change related activity.
• Help prepare reports to Cabinet, Council, and Scrutiny committees.

Qualifications

• Educated to Degree level/Postgraduate Diploma or equivalent experience
• Prince 2 or equivalent recognised project or change management qualification

Read more about our benefits at https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us

If you would like to know more about this role, please contact: Kirstin.Smith@walsall.gov.uk

How to Apply: If you are passionate about driving business change and improving customer engagement, we would love to hear from you.

View Job Description and Employee Specification

Closing date for applications: Tuesday 21st March 2025

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them.See our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting Agency applications or referrals at this time.