Join our Customer Experience Capability
Sheffield City Council is building its Customer Experience Capability; a team focused on improving how residents experience council services and how colleagues are supported to deliver them.
The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.
These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council.
Can you lead improvement work that makes services easier, clearer, and better for residents?
We are looking for a Customer Experience Lead, to provide professional leadership for customer journey transformation and continuous improvement across Sheffield City Council.
This role will lead the function responsible for improving end-to-end customer journeys, setting consistent standards, and ensuring improvement work is evidence-led, measurable, and sustainable.
You will work across services and with key enabling teams, including Digital, Business Change, Transformation, and Data/Insight colleagues. The role will suit someone who can operate strategically, manage complexity, and turn insight into clear improvement priorities.
In this role, you will:
- Lead the Council’s approach to customer journey improvement and continuous improvement
- Set standards, methods, and expectations for improvement work
- Work with senior leaders and services to prioritise and deliver customer-focused change
- Use evidence, insight, and benefits tracking to show progress and impact
- Lead and develop the Continuous Improvement / Customer Journeys team
We are looking for someone who:
- Has significant experience leading customer-centred improvement or service redesign
- Can influence senior stakeholders and provide clear professional advice
- Understands structured improvement methods and benefits tracking
- Can lead teams, build capability, and manage complex priorities
- Is focused on practical, measurable improvement rather than change for its own sake
This is a senior opportunity to shape how Sheffield City Council improves customer journeys, embeds continuous improvement, and delivers better outcomes for residents
We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.
It is a great time to join us and we welcome your application.
Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.
Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.
We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.
