Interim Head of Customer Experience

Are you an experienced leader in Customer Services and Resident Experience who thrives on transformation, collaboration, and impact?

I'm working with a Public Sector and Government organisation based in North London searching for an Interim Head of Customer Experience to lead and modernise their "front door" service - a busy, multi-channel operation serving residents across phone, face-to-face, and digital platforms.

This is a great opportunity to shape the strategic vision and operational delivery of a high-profile service, driving improvements in customer journey design, digital innovation, and performance management.

Key Points of Note:

• Job Title - Interim Head of Customer Experience
• Rate - £54.27 - £58.27
• Location - North London, Hybrid (3 days in office)
• Organisation - Public Sector and Government / Local Authority
• Length - 3 months

As the Interim Head of Customer Experience, this role requires you to:

• Lead the design and implementation of a new operating model for Customer Services.
• Drive a preventative, right-first-time approach that empowers residents and promotes self-service.
• Forge strong partnerships across departments to design effective customer journeys and manage demand collaboratively.
• Champion the resident voice across all service improvements and transformation projects.
• Oversee data-driven performance frameworks, ensuring insights lead to measurable improvements.
• Lead and inspire a large team, fostering a positive, high-performing, and accountable culture.
• Manage budgets and deliver financial efficiency without compromising service quality.

What we're looking for:

• Proven experience leading large, complex, customer-facing services within local government or a similar public service environment.
• A strategic thinker and operational leader, comfortable managing transformation and performance simultaneously.
• Strong stakeholder management and communication skills, with the ability to influence at all levels.
• Knowledge of digital service transformation and how technology can enhance the resident experience.
• Data-driven, with the ability to turn insight into action and impact.

If you're passionate about transforming resident experiences and leading meaningful change within local government and based in North London or happy to commute in North London, I'd love to hear from you.

To discuss this role or express your interest, please get in touch today.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.