AdvertThe 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 levelsThis is an exciting new role in the service which will see Customer Experience led design become part of our service improvement team.You will provide the lead 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.You will lead a team responsible for gathering 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.Your team 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.You will work in close partnership with other SDO’s leading on service intelligence, improvement and systems in order to align service wide improvement activity by advocating the findings and insights from CX activity.You will undertake specific projects in the way the services are delivered to customers, which meet their needs and ensure maximum efficiency and effectiveness.You will directly manage officers and programmes of work associated with the CX programme.This post requires significant track record in delivery of programmes of service improvement work, redesign and customer engagement, and preferably a qualification in a relevant field of business admin or housing.If you would like discuss this post, please contact sarah.kelly@westlothian.gov.uk and arrangements can be made to have a chat.