Deputy Director, Customer-Driven Transformation

Recruiter
HM Courts & Tribunal Service
Location
United Kingdom
Posted
12 Feb 2018
Closes
16 Feb 2018
Contract Type
Permanent
Hours
Full Time
Would you like to be at the forefront of moving HMCTS to being a trulycustomer-driven organisation? Would you like to play a lead role in thedesign, development and delivery of services that have our customers atthe heart of it? We have begun a 1bn, six-year programme to transform radically what wedo and how we do it, making our services better for the people who usethem. Our transformation must enable our customers the millions ofpeople who use the courts and tribunals every year - to participate injustice effectively and with confidence. To do this successfully, HMCTS needs to become a customer-drivenorganisation. This means having a laser focus on the customer,understanding what our customers want and what they need (and knowingthe difference), designing end-to- end services rather than processesand supporting and equipping our people to deliver the best possibleservice. The Deputy Director, Customer-Driven Transformation will work to ensureHMCTS successfully secures its place in the future. You will support andequip the organisation to: shift its focus clearly onto the customer,design end-to- end services not processes and, ultimately, build a newlevel of confidence in our justice system. You will work with reformprojects to co-create service-specific solutions within the TargetOperating Model and the organisational view, and according to prioritiesagreed with the Business Architecture team. Key responsibilities of youand your team include: Designing the desired customer experience,ensuring we move towards a customer-driven organisation in a consistentand deliverable way; Designing a new way of measuring our enterprise performance, so thatmanagers at all levels are able and incentivised to improve HMCTS forthe benefit of its customers (not its producers); Designing our channelstrategy, improving access to justice for all by enabling andincentivising service teams to offer an affordable mix of effectivechannels to justice; Designing our Accessibility and Inclusion strategy,improving access to justice for all by enabling service teams to offerAssisted Digital, digital and paper services that work for everyone. You should have a track record in working in customer-drivenorganisations as well as experience supporting an organisation to becomecustomer-driven and improving the overall customer experience. The idealcandidate should also have experience of working in an advisory capacityto set direction, manage key stakeholder relationships and lead othersthrough a period of cultural change to make it a positive experience. This is an exciting opportunity to have a genuine and lasting impact onthe way justice is delivered. - provided by Dice

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