Head of Customer Insight

Head of Customer Insight – Nottingham City Council

Loxley House, Nottingham (Hybrid Working - typically 3 days office-based and 2 days remote working per week)

Put Citizens at the Heart of Change

Nottingham is a city with ambition, diversity and a determination to improve outcomes for its residents. As we continue our transformation journey, we're looking for an exceptional leader to become our new Head of Customer Insight.

This is a pivotal strategic role where you will ensure the voices, experiences and lived realities of Nottingham's citizens directly shape how services are designed, delivered and improved. You will lead the Council's approach to customer insight, engagement, complaints and casework, helping to create services that truly reflect the needs of our communities.

Working closely with senior leaders, elected members, partners and residents, you'll champion a culture of listening, learning and continuous improvement across one of the UK's largest local authorities.

The Opportunity

Working within the Transformation & Change division, collaborating with senior leaders, customers, partners, and colleagues to drive improvement and deliver positive outcomes across the Council.

You will lead services responsible for:

• Customer Insight and Analytics
• Citizen Engagement and Co-Production
• Corporate Complaints and Ombudsman Liaison
• Corporate, Housing and Social Care Casework Functions
• Customer Feedback Frameworks and Performance Reporting

Your work will ensure that customer insight, complaints intelligence and resident feedback are translated into meaningful action, influencing policy, service design and organisational priorities.

You will be responsible for embedding a citizen-centred approach across the Council, ensuring services are designed with citizens, not simply for them.

About You

We're seeking an inspiring, strategic and politically astute leader who can demonstrate:

• Significant leadership experience within customer insight, customer experience, engagement, complaints or related functions.
• A track record of translating insight and data into measurable service improvements and outcomes.
• Experience of leading transformation programmes and redesigning services around customer needs.
• Strong leadership skills with the ability to inspire high-performing teams and foster a culture of listening and learning.
• Experience of working successfully within complex and politically sensitive environments.
• Strong understanding of governance and statutory complaint requirements.
• Excellent stakeholder management skills with the credibility to influence senior leaders, councillors, partners and communities.
• A genuine passion for improving public services through customer insight and co-production.
• A commitment to equality, diversity and inclusion and ensuring all voices are heard, particularly those who are underrepresented.

An understanding of the challenges facing local government, and a desire to make a lasting difference for Nottingham's residents, is essential.

Why Nottingham City Council?

This is an opportunity to influence services across an entire city and drive meaningful change for Nottingham's communities.

In return, we offer:

• 26 days annual leave, rising with service
• Opportunity to buy additional annual leave
• Flexible and hybrid working arrangements
• Employee Assistance Programme (EAP), providing free, confidential professional support, guidance and counselling
• Mobile Advantage refurbished technology programme
• Employee discounts on Dell technology products
• Access to learning, development and leadership opportunities
• A rewarding career helping to shape services for over 300,000 Nottingham residents

Equality, Diversity and Inclusion

At Nottingham City Council, we are committed to creating an inclusive workplace where everyone can thrive.

We welcome applications from all backgrounds and actively encourage applications from people currently underrepresented within our workforce.

Disability Confident Employer

As a Disability Confident Employer, we operate a Guaranteed Interview Scheme for eligible disabled applicants who meet the essential criteria for the role. If you require any reasonable adjustments during the recruitment process, please tell us and we'll be happy to support you.

We are proud signatories of the Armed Forces Covenant and welcome applications from veterans, reservists, service leavers and members of the Armed Forces community.

Additional Information

This post is politically restricted under the provisions of Section 2(1)(c) of the Local Government and Housing Act 1989.

Senior leaders may be required to:

• Work outside normal office hours where necessary.
• Participate in emergency response arrangements.
• Travel within and outside the city boundaries.
• Undertake additional duties appropriate to the role and level of responsibility.

Join us and help ensure the voice of Nottingham's citizens shapes the future of our city.

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