Head of Customer & Digital

About us

At Central Bedfordshire Council, we play a vital role in shaping place and community. We’re a modern, ambitious organisation delivering innovative projects and high-quality services to help our residents thrive. Just as we want the best for our communities, we want the best for our people. We value our team, offering different ways of working for many (such as flexible and hybrid), wellbeing programmes, and opportunities to grow professionally. Collaboration, diversity, and recognition are central to how we work. 

We’re looking for a  Head of Customer and Digital – someone who brings more than just technical expertise. We want a collaborator, and an innovator who understands how to draw upon all areas digital, automation and AI, to transform our services and how we deliver them. 

If you are a digital visionary who knows how to deliver real change  and  bring people with you on the journey, thrive in complex environments, shaping services that truly work for customers, then this role could be for you. 

About the role

This is a Head of Service role within our Resources and Organisational Change team and is a strategic one working right across the Council to lead and deliver our customer and digital transformation. You’ll be at the forefront of our service redesign, helping us redefine how we work, how we engage with our customers, and how we use technology to deliver better and smarter services that ultimately delivers for our residents. This role will lead an ambitious customer and digital transformation agenda driving redesign of services across our large and complex organisation.  You’ll be involved in every step from reshaping the council’s digital front door, driving the uptake of digital services and co-design initiatives with services and community partners to improving the customer experience and access to our services.    

We want to apply emerging technologies such as AI and automation to improve outcomes for our customers and our staff. To do this it is important that the successful candidate has a proven track record of building strong, respectful relationships that inspire and support stakeholders to embrace change.  

We know people are more than their CV, formal qualifications are not essential for this role, but what is essential is: 

• A proven track record of delivering complex digital and service transformation at a large and diverse organisation. 

• A real understanding of how to apply digital tools within services. 

• A collaborative style that empowers people with you on the journey. 

• Ambitious for innovation and continuous improvement. 

• A strong communicator, negotiator and team player who’s outcome-focused, tenacious, and always thinking broadly. 

• Energy, resilience, and a focus on delivery – even when the going gets tough. 

• Authenticity. Leading with integrity and treating others with respect. 

We believe diversity of thought, background and experience makes Central Bedfordshire Council stronger. We welcome applications from all walks of life – especially those underrepresented in digital and tech. What matters most is your mindset, your values, and your ability to get things done together.