Customer Transformation Lead

Customer Transformation Lead 65,000 per annum Chelmsford Permanent Full-Time We are looking for a Customer Transformation Lead to lead the transformation of customer services required to successfully integrate CHP and Estuary into Delta, ensuring continuity of service at Day 1 while designing and delivering improved customer journeys and service models for the future organisation. The role is responsible for ensuring that all transformation activity considers and enhances the customer experience, aligning services, processes and systems to deliver a consistent, high-quality service to residents. The postholder will play a key role in embedding a customer-first approach across the programme, ensuring that integration decisions support both operational stability and long-term service improvement. What you''ll be doing Lead the development and delivery of the Customer Transformation approach, aligned to the overall integration plan and long-term strategy Lead the Customer Workstream, ensuring that customer services are aligned and operationally ready for Day 1 with minimal disruption to customers Oversee the mapping and design of current and future customer journeys, identifying opportunities to simplify, standardise and improve services Ensure that the customer impacts of all integration and transformation initiatives (including systems, processes and policy changes) are identified, assessed and managed effectively Work closely with other Transformation Leads (People, ..... full job details .....