Head of Customer Experience Strategy

What you will be doing

• Provide customer experience expertise, insight and challenge to the Bus Franchising programme and workstreams
• Support the Bus Reform Director to ensure customer commitments are a key part of decision making at all important milestones of the programme
• Ensure the WMCA delivers a clear and financially sustainable integrated customer proposition for the delivery of bus franchising
• Engage and support operational teams to embed customer commitments across each Franchise tranche
• Work closely with other accountable leads in the customer workstream, ensure that insight is commissioned, used and embedded in a strategic way
• Support the delivery of a relevant and effective public engagement throughout the phased approach to bus franchising

What’s essential

• Strong track record of achieving growth through the delivery of customer experience improvements
• Successful experience of developing customer experience strategies
• Success in leading effective multi-partner engagement in an organisation with complex governance
• Strong track record of developing collaborative and productive partnerships
• Successful experience of driving customer focused and innovative service quality improvements utilising comprehensive data, customer insight and technological transformation
• Engaging and impactful leadership skills
• Educated to degree level or with equivalent levels of experience

Location

The location for this role is 16 Summer Lane with at least 2 days a week spent in the office.

Salary and benefits

We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme – one of the most generous pension schemes in the UK.
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + Statutory days.
• Discounted gym membership, will writing, and mortgage advice.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest‑free financing through SmartTech to buy the latest technology.
• Discounted shopping with over 2,000 big‑name retailers, and more. You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top‑rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

Equal Opportunities

We are a Ban the Box employer – we do not ask about criminal convictions at the initial application stage, and only ask after an offer is made as part of our onboarding checks, which helps remove barriers for people with past convictions.

We are a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We gladly consider part‑time, flexible, and job share arrangements, so please don’t let these factors deter you from applying.

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non‑UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).