Customer Business Readiness Lead

We are committed to delivering exceptional customer experiences and continuously improving our processes. As part of our Customer Experience Strategy, we are looking for a dedicated and skilled Customer Business Readiness Lead to join our team. In the first 6-12 months you will deliver business readiness for priority Customer Engagement changes, increase staff adoption of new ways of working, and support the delivery and tracking of agreed customer and efficiency benefits. We are seeking a highly motivated and experienced Customer Business Readiness Lead for Customer Engagement to join our team. The successful candidate will be responsible for supporting the business in realising the outcomes of complex strategic Business Change Programmes. This role requires innovation and challenge, with a focus on delivering efficiency savings that align with customer needs and corporate priorities. Essential criteria:

• Lead delivery of complex business change projects, setting a clear approac h and governance from initiation to benefits realisation.
• Apply structured change management (e.g., ADKAR) to influence adoption and embed new ways of working.
• Manage large, interdependent programmes and coordinate dependencies, risks, issues and reporting.
• Engage and communicate effectively with a wide range of stakeholders, including senior leaders, to capture requirements and shape solutions., Lead business readiness activity for priority Customer Engagement change initiatives, from early design through implementation and stabilisation.
• Own change impact assessments and adoption plans (including comms, training and readiness checkpoints) to support sustainable new ways of working.
• Plan and manage digital transformation workstreams and any d elegated budgets, ensuring delivery to time, cost and quality.
• Facilitate and chair project meetings, managing actions, decisions, risks and interdependencies across services and partners.
• Prepare and quality-assure evidence, reports and committee papers (e.g., Cabinet, Council and Scrutiny) to demonstrate probity and transparency.
• Communicate clearly and professionally (written and verbal) with colleagues and customers, adapting your approach for different audiences and needs.
  
  Educated to Degree level/Postgraduate Diploma or equivalent experience
• Prince 2 or equivalent recognised project or change management qualification, If you are passionate about driving business change and improving customer engagement, we would love to hear from you., This post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.
  
  At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole - particularly your 'Supporting Information' - reflects your own voice.