Benefits: Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information.
Duration: Permanent
Working Pattern: We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Whilst some opt to do the majority of their work from home, others opt to blend home and office working to suit their specific needs.
Location: Hybrid working. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. You will be required to visit one of these locations for in-person activities but will have the choice to work remotely in a pattern agreed with your line manager.
Department: Customer Experience
Directorate: Customer and Business Development
Role Reports to: Head of Customer Experience
Number of Vacancies: 1
About this Role:
You will develop and lead a team of subject matter experts and specialists covering our official statistics, economic analysis, customer insight and research work. Your role and that of your team, is critical to supporting the customer centric culture we are building across RoS as well as the exciting new work and business development activities we are undertaking whilst meeting and exceeding customers’ needs, managing risk, informing key business decisions and safeguarding the organisation's reputation.
Acting as an ambassador for the organisation you will build relationships with a range of internal and external stakeholders – working highly effectively with your partner C1s covering our commercial services and our customer engagement provision, to achieve the evolution of the statutory and non-statutory services we provide. Your role in making this possible will be pivotal as we embrace new technologies, ways of working and a stretching new CX strategy.
Your main duties will include:
1. Evolve and implement a Customer Experience strategy working across directorates and encasing the full customer journey.
2. Review and introduce a comprehensive suite of customer policies that support and de-risk our operational services in support of the CX Strategy.
3. Develop and implement a new RoS Customer Charter to communicate our service offer to our customers.
4. Grow the Customer Insight Hub as the single source of truth for customer experience development and reporting.
5. Work with colleagues on delivery plans required to support the CX Strategy, our Corporate Plan and the path to our 2030 Vision.
6. Ensure that the provision of national and official statistics achieve the required standards and work with the Statistics team, Communications and the new Senior Economist, to grow their use including as a commercial and brand promotion opportunity.
7. Support the development of our customer insight team and the data captured.
8. Ensure the capture and value of the customer satisfaction surveys and our Key Performance Indicator of Customer Satisfaction.
9. Identify and fill customer research gaps to bring new insight into our customers’ needs.
10. Maximise the benefits of the specialist teams and skill sets under your leadership to ensure their work underpins current and future activities.
Team Development/Management:
1. Lead and embed a new team within RoS that brings together the CX specialists.
2. Promote a culture of high performance, resilience and continuous improvement that values learning and a commitment to quality.
3. Mentor and develop staff using a supportive and collaborative approach on a consistent basis.
4. Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities and conduct regular performance appraisals.
Essential criteria - Your Skills and Attributes for Success:
Technical/Professional:
A relevant qualification and/or evidence of your personal commitment to relevant learning and development. Experience in a comparable senior leadership role which encompasses all or some of the following elements:
Thinking Wider: Innovative thinker, with a track record for translating strategic thinking into action plans and outputs.
Analysis and Making Effective Decisions:
Ability to make decisions in a changing environment and perceptive in anticipating future needs.
Leading and Communicating:
Demonstrated experience and leadership in developing and delivering a comprehensive delivery plan to advance an organisation's vision and strategic objectives. Excellent and persuasive communicator, with the ability to influence, inspire and engage direct and indirect reports and peers.
Collaborating and Partnering:
Capable of building and maintaining a network of colleagues and contacts ensuring maximum benefit/buy-in for delivery plans while ensuring the voice of the customer is embedded across every team. Experienced in building, mentoring and coaching a team of specialists.
Delivering a Quality Service:
Ability to lead a high performing team through a change programme and successfully deliver long term goals. Ensures the benefits of their specialist area are realised for the whole of RoS, our external partners and customers.
How to Apply:
To apply, click on 'Apply now' and complete our online application form, you will need to submit:
1. A CV setting out your career history and how you meet the Technical/Experience elements of the essential criteria (we recommend no more than 4 pages in length).
2. As a continuation of your CV and within the same document, a Statement of Suitability (500 words minimum but no longer than 1250 words) with examples of how you meet the competencies as stated above.
Please note:
CVs that are not accompanied by a full supporting statement will not be scored. Statements exceeding 1250 words will not be considered. We would strongly recommend that your answers are written in the STAR format (Situation, Task, Action & Result). We recommend that you work on your supporting statement using MS Word, and then uploading it; please note the system will “time-out” and sign you off if you are inactive or spend over a certain amount of time in the application without saving your progress.
If you have any questions about the role, you can contact resourcing@ros.gov.uk
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