Customer Continuous Improvement Lead

Customer Continuous Improvement Lead – Essex County Council Fixed Term / Secondment (6 months), Full Time About the Role The role is part of the transformation across ECC Customer Services, focused on the customer experience. It is a hybrid‑working role, requiring the employee to work at a functional work location 2–3 days per week on average. Remuneration is £40,721 to £47,906 per annum. Location: Chelmsford (working style: Anywhere worker). Closing Date: 18th December 2025. Please note that this is a Secondment / Fixed Term Contract opportunity for a period of 6 months. The Role Lead continuous improvement across the customer function using Six Sigma or similar methodologies. Build and embed a culture of change, upskill teams, and influence all layers of management to achieve shared objectives. Work closely with senior stakeholders to drive improvements that put the voice of the customer at the centre of everything. Accountabilities Responsible for developing the approach to embedding continuous improvement principles across Customer Service based on insight and data gathered from service areas. Responsible for analysing data to provide high‑quality insight into service performance, identifying risks and opportunities, and developing creative solutions. Responsible for ensuring that the voice of the customer is being heard and that Essex residents are at the heart of everything we do. Lead and manage continuous improvement projects across customer services to ensure a culture of embracing change and that the Six Pillars of Customer Excellence are embedded across the service. Responsible for upskilling teams across Customer Services in Six Sigma approaches and data analysis to ensure a culture of embracing change. Builds strong working relationships with a range of stakeholders across the county, acting as a trusted partner to deliver shared goals. Responsible for creating a high‑performance culture, drawing on specialist skills and expertise to challenge ineffective practice and bring together diverse capabilities from across teams to achieve shared objectives. Leading effective resource management across the service to ensure the right skills and capacity to manage peaks in demand and deliver a consistent, high‑quality customer experience, as evidenced by customer feedback. Leading the development and implementation of a workforce plan that ensures the right number of people with the right skills are employed in the right place at the right time to deliver organisational priorities and customer service objectives. Specific individual and shared targets and objectives are defined annually within the performance management framework. The Experience You Will Bring Educated to RQF level 6 (degree) or equivalent by extensive experience. Six Sigma Black Belt or equivalent with extensive experience in using Lean Six Sigma, agile or similar methodologies to deliver high quality insight in fast‑paced environments and deliver on tight deadlines. Experience working in a customer‑facing environment, with knowledge and understanding of customer insight and use of technology to deliver business intelligence. Evidence of continuing professional development and expert knowledge in relevant professional area showing creativity in exploring business opportunities and commercial acumen. Extensive experience of working with senior leaders, with an ability to influence all layers of management and overcome resistance to change. Experience of complex multi‑agency partnership and stakeholder working, ideally having experience of working within a political environment with knowledge of a public sector setting and the nuances involved in being part of a complex environment. Excellent levels of expertise in using Microsoft products. Why Essex Essex is one of the largest and most dynamic UK local authorities, covering over 1,420 square miles and serving 1.8 million residents. We are committed to transformational change and delivering better quality at lower cost. As a Disability Confident Leader we interview all disabled applicants who meet the minimum requirements under our Job Interview Scheme and we interview all veterans and care leavers who meet the minimum requirements of the role. We provide many great employee benefits, including support for unpaid carers and flexible working arrangements. We value integrity and ethical behaviour. We kindly ask that you embrace our Code of Conduct and the Nolan Principles throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone. If you have queries on this role or require anything further, please email resourcing.team@essex.gov.uk. #J-18808-Ljbffr