Description
We are embarking on an ambitious journey towards a transformed boroughs by 2030
- As part of this vision, we are mobilizing a multi-year transformation programme, and we're seeking a dynamic and experienced Transformation Programme Lead to join our team.
About the Programme:
The Modernisation Programme focuses on delivering substantial transformation across three key programmes:
Resident Experience:
Redesigning services to improve resident satisfaction.
- Enhancing our digital self-serve offer.
- Reducing call volumes and complaints.
Business Support:
Reviewing Business Support functions for efficiency.
- Designing processes around resident and service users.
Digital, Data, and Technology (DDaT):
Developing a DDaT model for the Council.
- Delivering a roadmap for the new DDaT model.
Role Overview:
As the Transformation Programme Lead - Resident Experience, you will play a crucial role in driving transformation within the Resident Experience Programme.
Key responsibilities include:
Process Redesign Leadership:
Overhaul Complaints, Subject Access Requests (SAR), and Freedom of Information (FOI) processes for enhanced efficiency and resident satisfaction.
System Implementation Leadership:
Lead the implementation of new Complaints, SAR, and FOI systems, ensuring smooth collaboration with suppliers and internal teams.
Service Review Facilitation:
Design and facilitate service review workshops, optimizing resident experiences in prioritized areas.
E-Form Evaluation and Redesign:
Assess existing e-forms, prioritize redesign, and collaborate for implementation.
Development of New Self-Service Transactions:
Identify processes lacking online transaction capabilities, developing resident-focused self-service solutions.
Website Redesign:
Work with stakeholders to create an accessible, user-friendly website based on best practice standards.
Website Content Review:
Collaborate to review and update key website content areas, ensuring relevance and accuracy.
Business Support Functional Review:
Assist in reviewing and enhancing the effectiveness of current business support functions and processes.
Key Requirements:
- Proven experience in leading process redesign and system implementations.
- Strong facilitation skills for service review workshops.
- Knowledge of GDS standards and online self-service solutions.
- Previous involvement in website redesign and content review.
Job Type: Zero hours contract
Salary: £361.16 per day
Benefits:
- Company pension
- Employee discount
- Referral programme
Schedule:
- Monday to Friday
Application question(s):
- experience leading process redesign initiatives, specifically in Complaints, Subject Access Requests (SAR), and Freedom of Information (FOI) processes?
- Have you successfully led the implementation of new systems, including defining functional and technical requirements, overseeing procurement, and ensuring a smooth transition?
Work Location: In person