Current vacancies

Head of Customer Experience Programmes & Product Development (Ref R00036)

Head of Customer Experience Programmes & Product Development

Job description

Job title: Head of Customer Experience Programmes & Product Development
Salary: £62,185
Location: Glasgow
Department: Customer Experience & Products
Grade: 3
Duration: Permanent
Closing date: 14 February 2020
Job ref no: R00036

Scottish Enterprise (SE) is Scotland’s national economic development agency. We help Scottish businesses to grow nationally and internationally, to become more efficient and innovative, and to access the services they need to grow and help the Scottish economy.

We’re seeking an exceptional leader to head up our Customer Experience business unit. If successful, you’ll be overseeing the development and delivery of a single customer experience operating plan and an associated change plan that will greatly influence all of our business support products and services over the coming years.

The difference you'll make

You’ll have senior-level oversight of all projects and programmes with an aim to improve SE’s business support services, setting out key priorities and deliverables across all of our operations.

Targeting businesses across Scotland, you’ll act as a single point of co-ordination for all business customer service initiatives. You’ll define the metrics and goals by which we measure our progress and help transform the way that our customers experience our services. Ultimately, your work will help to make our systems more efficient.

You will also build a system of insights which we can use to decide how to prioritise service improvements and new products.

The qualities you'll bring

A natural leader with senior programme management experience, you’ll have a track record in the effective planning and prioritisation of a varied portfolio of services and support.

You’ll be able to draw upon a broad range of experience in service innovation, design, development, delivery, assurance, continuous improvement and associated financial and resource management.

You’ll demonstrate exceptional stakeholder and partner management skills, as well as keen commercial instincts when it comes to managing suppliers and outsourced expertise.

You’ll also be great with people – and comfortable coaching, managing, mentoring and motivating a team to achieve the best possible outcomes.

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