The closing date for this post is provisionally set at 28 February 2021. West Lothian Council reserve the right to close this post early depending on applicant response levels
This is an exciting new role in the service which will see Customer Experience design become part of our service improvement team.
You will share a leading role on a project designed to obtain insight into customer experiences of housing and homelessness. This will help the service reshape our key processes and aims to meet customer needs through using lived experiences of customers to design and deliver better.
To gather data, experiences and customer views to understand what the key touchpoints for our customers are, and what value this brings to their experience. To use this knowledge to improve the experiences of both the user and our organization, enabling us to ensure our programme of service redesign brings added value, improved outcomes and benefits HCBS and our customers.
You will produce customer journey maps, blueprints, scenario modelling and customer profiles based on the information and experiences you collate and analyse from our customer base.
To promote continuous improvement in service delivery across Housing, Customer and Building Services, through utilising a range of service development methods and working with improvement and transformation teams/projects across the council to achieve our aims.
To ensure the service is prepared to meet all requirements of regulatory and corporate frameworks and standards.
To lead on a wide range service development projects to improve outcomes and performance in line with corporate, regulatory and service priorities.
To plan, review and co-ordinate service communications across a range of methods and platforms.
To enable and contribute to the planning and development of the work of the Improvement Team within HCBS, including assessment and review functions, performance, research/analysis and customer involvement.
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